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Head of Core DMS Support



Customer Service
Hyderabad, Telangana, India
Posted on Sunday, September 10, 2023

About Keyloop

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We are an automotive-tech company empowering 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 provide an open technology platform that is shaping the industry for the future; using data to help clients become more efficient, increase profitability, and give more customers an amazing experience. Want to be part of it?

Role & Responsibilities

  • Reporting into the Head of Customer Support, you will be a key member of the Support Leadership Team
  • Take ownership of the delivery of support services for our Core DMS (Autoline and Drive) products ensuring service standards are consistently met
  • Work closely with the Customer Enablement senior leadership team to apply standards to our support structures to ensure global consistency
  • Drive initiatives to improve the quality of service delivered to our customers 
  • Focusing on great customer outcomes; set the example for all service teams to follow.
  • Address customer escalations, demonstrating empathy, building trust and strong relationships with our customer base globally
  • Drive the development of team members, productivity and retention through improved training, knowledge share and employee engagement globally
  • Ensure teams understand and are aligned with Keyloop and Customer Enablement strategic initiatives

Skills / Knowledge & Experience

  • Highly committed individual with a background in leading large customer support teams across Europe or the US
  • Proven experience of driving service improvement initiatives based on KPIs
  • Ability to drive measurable change across global teams
  • Significant exposure to the software industry
  • Experience of strong stakeholder management (both internal and customer) and able to articulate complex challenges along with business impact effectively at all levels
  • The skills to lead and motivate a team working under pressure, effectively prioritizing workload
  • Experience of influencing those outside of direct reporting line to deliver the best outcome for our customers
  • Excellent communication skills, both written and verbal