SupportYourApp

Account Manager

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn requests into scoped, costed, and staffed workstreams
• Handle missed SLAs, escalations, and requests outside the agreed scope
• Build and launch teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team-lead and supervisor layers
• Manage attrition and engagement targets
• Develop at least one successor for account continuity
• Work with the Chief Client Officer to help a client grow and lead the supporting team

Key Account Manager, Czechia

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly on performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn client requests into scoped, costed, and staffed workstreams
• Handle missed SLAs, escalations, and requests the company will not take on
• Set up new teams, including hiring, training, QA, reporting, and go-live
• Grow language and time-zone coverage across hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Lead root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team-lead and supervisor layers
• Manage attrition and engagement targets
• Develop at least one successor for account continuity

Key Account Manager

• Own the account’s commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly to client leadership on performance and risks
• Negotiate SLAs, KPIs, rates, and scope with clients
• Collaborate with Legal and Finance on MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn client requests into scoped, costed, and staffed workstreams
• Handle difficult conversations regarding missed SLAs, escalations, and declined requests
• Set up new teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across company hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Lead root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team-lead and supervisor layers
• Manage attrition and engagement targets
• Develop at least one successor for account continuity

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly on performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn client requests into scoped, costed, and staffed workstreams
• Manage difficult conversations about missed SLAs, escalations, and declined requests
• Build and launch teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service failures
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Develop team lead and supervisor layers
• Manage attrition and engagement targets and develop successors

Customer Support

• Deliver outstanding customer support via email
• Assist customers with questions related to shipping and return policies for damaged items
• Resolve incomplete orders, change items as needed, and review or approve price adjustments
• Respond to customer inquiries according to established service level agreements and precise procedures
• Escalate complex or high-priority issues to the appropriate internal team
• Collaborate with SupportYourApp, a global Intelligent Support-as-a-Service provider serving technology companies and industry leaders

Customer Support Consultant, E-commerce

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly to client leadership on performance and risks
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments with clients and internal Legal and Finance teams
• Secure headcount, hiring priority, tooling, and training capacity
• Turn requests into scoped, costed, and staffed workstreams
• Handle missed SLAs, escalations, and requests the company will not take on
• Set up new teams, including hiring, training, QA, reporting, and go-live
• Grow language and time-zone coverage across hubs as clients enter new markets
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team-lead and supervisor structures, manage attrition and engagement, and develop successors

Key Account Manager, Global

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly on performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, and deliverable scope with clients
• Collaborate with Legal and Finance on MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Convert vague client requests into scoped, costed, and staffed workstreams
• Manage difficult conversations regarding missed SLAs, escalations, and unsupported requests
• Build and launch teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across hubs as the client enters new markets
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses and improve processes
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Develop team leads and supervisors, manage attrition and engagement, and grow successors
• Work with the Chief Client Officer to help a client grow and lead the supporting team

Key Account Manager – Poland

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly to client leadership on performance and risks
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments with clients and internal Legal and Finance teams
• Secure headcount, hiring priority, tooling, and training capacity
• Turn vague requests into scoped, costed, and staffed workstreams
• Manage difficult conversations about missed SLAs, escalations, and declined requests
• Build and launch teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across hubs as clients enter new markets
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team-lead and supervisor layers, maintain attrition and engagement targets, and develop successors

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Provide client leadership with an honest assessment of performance and risks
• Negotiate SLAs, KPIs, rates, and scope with clients
• Work with Legal and Finance on MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn client requests into scoped, costed, and staffed workstreams
• Manage difficult conversations about missed SLAs, escalations, and rejected requests
• Build and launch teams from scratch, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across hubs as clients enter new markets
• Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers
• Lead root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions, lead service recovery, and adapt support to the guest journey
• Build the team lead and supervisor layer, manage attrition and engagement, and develop successors
• Collaborate with the Chief Client Officer to help clients grow and lead the supporting team

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly on performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, amendments, headcount, hiring priority, tooling, and training capacity
• Turn client requests into scoped, costed, and staffed workstreams
• Manage difficult conversations about missed SLAs, escalations, and unsupported requests
• Build and launch teams from zero, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across hubs as clients enter new markets
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team lead and supervisor layers, maintain attrition and engagement targets, and develop successors

Key Account Manager, Moldova

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly on performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments with clients and internal Legal and Finance teams
• Secure headcount, hiring priority, tooling, and training capacity
• Convert client requests into scoped, costed, and staffed workstreams
• Manage difficult conversations involving missed SLAs, escalations, and requests outside scope
• Build and launch teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across company hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions, lead service recovery, and adapt support to the guest journey
• Build team-lead and supervisor layers, manage attrition and engagement, and develop successors

Key Account Manager, Austria

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report honestly to client leadership on performance and risks
• Negotiate SLAs, KPIs, rates, and scope with clients
• Work with Legal and Finance on MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn vague client requests into scoped, costed, and staffed workstreams
• Handle missed SLAs, escalations, and requests the company will not take on
• Set up new teams from zero, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across company hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Lead root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team lead and supervisor layers
• Manage attrition and engagement targets
• Develop at least one successor for the account

Key Account Manager – Global

• Own the account’s commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, scope, MSAs, SOWs, and amendments with clients and internal Legal and Finance teams
• Secure headcount, hiring priority, tooling, and training capacity
• Convert client requests into scoped, costed, and staffed workstreams
• Handle missed SLAs, escalations, and requests outside the agreed scope
• Build and launch teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across company hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Develop team leads and supervisors, maintain attrition and engagement targets, and grow successors

Key Account Manager – EU

• Own the account's commercial results, operations, and reputation
• Run operations calls, monthly business reviews, and quarterly strategy sessions
• Report client performance and risks to client leadership
• Negotiate SLAs, KPIs, rates, delivery scope, MSAs, SOWs, and amendments
• Secure internal headcount, hiring priority, tooling, and training capacity
• Turn client requests into scoped, costed, and staffed workstreams
• Manage difficult conversations about missed SLAs, escalations, and unsupported requests
• Build and launch teams, including hiring, training, QA, reporting, and go-live
• Expand language and time-zone coverage across company hubs
• Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers
• Conduct root-cause reviews after serious service misses
• Prepare teams for peak seasons and disruptions
• Lead service recovery and adapt support to the guest journey
• Build team-lead and supervisor layers, manage attrition and engagement, and develop successors

Support Engineer

• Investigate and troubleshoot issues escalated from T1 involving backend, databases, and cross-system integrations
• Reproduce bugs across web admin consoles, mobile apps, and backend APIs
• Analyze logs, error traces, and metrics to identify root causes
• Query production databases in read-only mode to validate data-related issues
• Implement small, low-risk fixes, including configuration changes, data corrections, and targeted code patches
• Escalate complex issues to Engineering with clear documentation and findings
• Track incidents and outages through resolution using monitoring and error-tracking tools to verify fixes
• Maintain and expand internal runbooks and knowledge bases to reduce recurring escalations
• Maintain deep understanding of client solutions and meet KPIs

Key Account Manager, Czechia

Key Account Manager

Key Account Manager

Key Account Manager

Customer Support Consultant, E-commerce

Key Account Manager, Global

Key Account Manager – Poland

Key Account Manager, Global

Key Account Manager

Key Account Manager, Moldova

Key Account Manager, Austria

Key Account Manager – Global

Key Account Manager – EU

Key Account Manager

T3 Support Engineer, Fluent English