Location: India

Recruiter: Mantosh Ray

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?

The Keyloop Chat Senior Leader is responsible for overseeing Keyloop Chat's service for all Keyloop customers. This role involves managing the chat team's day-to-day activities, monitoring their performance, and ensuring that short-, medium-, and long-term plans are in place for the chat team. The Senior Leader works directly with customers to manage and resolve escalations, ensuring their functional area supports the wider company objectives.

Key Duties and Responsibilities:

• Lead and manage the Keyloop Chat team, providing coaching, training, and performance management to ensure high standards of customer service.

• Monitor chat queues and volume, assess workload, and plan staffing needs to ensure adequate coverage.

• Oversee real-time chat monitoring to ensure quality and adherence to guidelines.

• Collaborate with other departments, including marketing, IT, and customer service, to improve customer engagement and support processes.

• Ensure shift schedules are up-to-date, and providing optimal team performance and coverage.

• Provide support and guidance to team members, addressing any queries and encouraging collaboration.

• Stay updated with industry trends, new technologies, and best practices in customer support to continuously improve team performance.

• Working directly with customers to ensuring a high NPS for the service which is provided.

Required Qualifications and Skills:

• Proven experience in a leadership role within a customer support or chat environment.

• Strong coaching, training, and performance management skills.

• Excellent communication and interpersonal skills.

• Ability to assess workload, plan staffing needs, and manage shift schedules.

• Knowledge of industry trends, new technologies, and best practices in customer support.

• Strong problem-solving skills and the ability to make decisions under pressure.

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.