Key Account Manager, Moldova

SupportYourApp

. Own the account's commercial results, operations, and reputation .

Posted 9/29/2026full-timeRemote • MoldovaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and operations leadership, with a strong focus on service delivery, process building, and team development. Proficient in managing large teams and navigating complex client negotiations while ensuring operational excellence.

Highest-signal resume keywords

Account ManagementOperations LeadershipService DeliveryProcess BuildingTeam Development

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SOP DevelopmentService RecoveryWorkforce ManagementPeak-Season PlanningNegotiation

Soft Skills

Calm Under PressureOrganizational SkillsDecisiveness

Tools & Technologies

CRM ToolsHelpdesk ToolsWFM ToolsZendeskSalesforceIntercomFreshdesk

Industry Keywords

HospitalityAccount GrowthService Lines24/7 OperationsClient Leadership

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

English at C1 level or above
Hands-on experience in hospitality, such as working in hotels, travel companies, OTAs, or booking platforms
2+ years leading operations, account management, service delivery, or customer success
Experience running 24/7 teams of 100+ people through team leads
Track record of growing accounts, such as launching a new service line or team
Experience building processes from close to nothing, including SOPs, QA, and escalations
Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage
Confidence with CRM, helpdesk, and WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk
Real negotiation experience with client decision-makers
Ability to stay calm, organized, and decisive when you only have 70% of the information

Benefits

Comp & perks

Providing services during business hours
Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Rewards for referring friends
Balance between project workload and personal time
Internal health policy
Responsive leadership interested in your growth and long-lasting cooperation
Greenhouse conditions for self-development
Culture built on trust, with no time-tracking requirements