Software Support Manager

Lead and Develop a High-Performing Team

Build an engaged, accountable, and customer-focused support team.

Coach and develop team members to maximise performance, capability, and career growth.

Recruit, onboard, and retain top talent.

Shape the Future of Support

Drive continuous improvement initiatives that enhance customer experience and operational effectiveness.

Use data, customer feedback, and AI-driven insights to identify opportunities for case reduction, process improvement, and product enhancement.

Challenge existing ways of working and influence positive change across the support organisation.

Own the Customer Experience

Take ownership of customer challenges and escalations, ensuring customers receive timely updates, clear communication, and effective resolutions.

Build trusted relationships with customers, becoming a credible advisor and advocate who understands their business, challenges, and goals.

Drive actions that improve customer satisfaction, strengthen customer confidence in Keyloop, and support long-term customer retention.

Drive Operational Excellence

Ensure service levels, quality standards, and key performance indicators are achieved.

Identify trends, risks, and opportunities through analysis of support performance data.

Implement improvements that increase efficiency and reduce customer effort.

Influence Across the Business

Partner with Product, Engineering, Sales, and Customer Success teams to resolve systemic issues and improve the customer experience.

Use customer and operational insights to influence product direction and business priorities.

Contribute to the strategic development of support within the Korean market.