SupportYourApp is a global Intelligent Support‑as‑a‑Service company that partners with tech brands to deliver customer and technical support. This role owns the overall health of a client account, including operational performance, client relationships, risks, and cross‑functional collaboration to drive service delivery and improvements.
What you'll do
Own the account and manage operational performance, relationships, risks, and executive communications.
Lead ops calls, business reviews, and stakeholder meetings; present performance and risk analyses.
Discuss SLAs, KPIs, and service delivery; negotiate and explain operational decisions.
Turn vague requests into scoped workstreams and handle escalations and missed SLAs with diplomacy.
Coordinate commercial discussions with Legal and Finance on contracts, rates, and scope.
Maintain a large ongoing support operation, drive SOPs, escalation paths, reporting, and handovers.
What they're looking for
English at C1 level or above.
At least 2 years of leadership experience in Customer Support operations (e.g., Support Manager, Head of Support).
Experience in related areas such as account management, service delivery, or customer success.
Experience with hospitality, travel, or booking platforms; managing Customer Support teams of 50+ people.
Strong client-facing communication and stakeholder management skills.
Proven operational leadership and end‑to‑end ownership of a complex client account, including performance and risks.
For applicants in Nigeria
The listing does not state a timezone requirement or location eligibility beyond general international cooperation; confirm interview timing expectations.
Compensation is listed in USD; confirm pay currency and local payment arrangements during interview.
The listing does not specify visa or work‑authorization notes for Nigeria; confirm eligibility before applying.
Summarized by RemoteWork from the original listing. Always confirm details on the employer’s page.
Ready to apply?
Your application goes straight to SupportYourApp, on their own hiring page.
SupportYourApp provides AI-enhanced customer support outsourcing to over 250 companies, with 60+ languages. Its Workable board lists many remote support consultant roles including global postings and hires located in Ghana, South Africa and other African countries.
