Product Support Manager

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