Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers, empowering them to fully embrace digital transformation. We're seeking a Product Support Manager to oversee the daily operations of the support team, ensuring customer issues are resolved efficiently and effectively.
Requirements
- Lead and motivate a team of support associates
- Drive engagement, accountability, and a customer-first mindset
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Develop and implement support strategies, policies, and procedures
- Monitor daily operations to ensure service levels and quality benchmarks are met
- Analyse and report on key support metrics to assess performance
- Implement process enhancements and technology solutions to streamline support delivery
- Own and drive continuous improvement initiatives
- Serve as a key point of escalation for complex or high-priority customer issues
- Build and maintain effective working relationships with other support managers and cross-functional stakeholders
- Collaborate to resolve systemic issues affecting customer experience and contribute to cross-team initiatives
Benefits
- Attractive pay and benefits package
- Opportunity to work with game-changing products and services
- Collaborative and inclusive work environment
- Training and support to try new things and adapt to quick changes
- Inclusive culture and opportunities for career growth
- Flexible work arrangements and remote work options
- Comprehensive benefits package, including health insurance, retirement plan, and paid time off