Keyloop
Customer Enablement
ProductSupportManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Product Support Manager at Keyloop. Skills: customer issue resolution, team leadership, support strategy development, process optimization, stakeholder collaboration. overseeing the daily operations of the support team. ensuring that customer issues are resolved efficiently and effectively”
What You'll Achieve.
ensuring that customer issues are resolved efficiently and effectively; enhance the overall customer experience; drive continuous improvement within the support function; ensure effective, timely, and high-quality resolution of customer issues; improve team efficiency and consistency; ensure service levels and quality benchmarks are consistently met; swift, satisfactory resolutions; improve overall service delivery; ensure ongoing capability development and readiness; customer satisfaction and retention are prioritised; ensure that key performance indicators (KPIs) are met; customer issues are resolved in a timely and satisfactory manner; improve support processes and outcomes; improve overall customer sentiment
Industry & Context.
develop effective solutions to improve support processes and outcomes
Proficient in Spanish and Portuguese Language.
What You'll Do.
overseeing the daily operations of the support team
ensuring that customer issues are resolved efficiently and effectively
developing and implementing support strategies
leading and motivating a team of support associates
conducting regular 1:1s
and coaching sessions
supporting recruitment and onboarding of new team members
executing and aligning with the overall strategy
and vision of the Support function
and optimizing support policies
monitoring daily operations to ensure service levels and quality benchmarks are consistently met
analyzing and reporting on key support metrics
implementing process enhancements and technology solutions
driving continuous improvement initiatives
serving as a key point of escalation for complex or high-priority customer issues
maintaining current knowledge of products
identifying skills gaps and coordinating training opportunities
How You'll Work.
Team & Collaboration
building and maintaining effective working relationships with other support managers and cross-functional stakeholders (Product, Engineering, Sales, etc.); collaborating to resolve systemic issues affecting customer experience; contributing to cross-team initiatives that improve overall service delivery; working closely with other departments such as Product, Sales, and Marketing; interacting with senior management to report on support performance and escalate critical issues
Communication Scope
excellent communication skills; communicate effectively with customers, support staff, and other stakeholders
Full Job Description
## Description Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs. We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it? Scope of Management Responsibility: The Support Manager is responsible for overseeing the daily operations of the support team, ensuring that customer issues are resolved efficiently and effectively. This role requires strong leadership, excellent communication skills, and a deep understanding of the company's products and services. The Support Manager will develop and implement support strategies, policies, and procedures to enhance the overall customer experience and drive continuous improvement within the support function. ## Duties and Responsibilities Lead and motivate a team of support associates to ensure effective, timely, and high-quality resolution of customer issues. Drive engagement, accountability, and a customer-first mindset across the team. Conduct regular 1:1s, performance reviews, and coaching sessions to support associate development and growth. Support recruitment and onboarding of new team members to build a high-performing support team. Execute and align with the overall strategy, mission, and vision of the Support function. Develop, implement, and optimise support policies, procedures, and standards to improve team efficiency and consistency. Monitor daily operations to ensure service levels and quality benchmarks are consistently met. Analyse and report on key support metrics to assess performance and identify
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