Location: United Kingdom

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?

As the Product Support Manager, you'll lead and support diverse teams, some of which may be spread across different locations. Your focus will be on delivering a high-quality, accurate, and timely support service to our customers. You’ll work closely with both our customer base and your peers, managing escalations, participating in internal and external meetings, and building strong operational relationships with key customers. You'll also collaborate with our service improvement and technical teams to ensure we're delivering world-class support.

We're looking for someone who thrives in a problem-solving, customer-focused environment and has experience in leading and motivating teams. Strong communication skills, flexibility, and integrity are essential, as is the ability to build positive relationships across teams and with customers.

Key Duties & Responsibilities:

• Support and help drive the strategy, mission, and vision of the Keyloop Support team.

• Continuously improve the quality of support by working closely with other Keyloop Support Teams.

• Recruit, manage, and develop support associates, offering coaching, mentoring, and regular one-on-one sessions to keep expectations clear and aligned with company goals.

• Lead and motivate your team to provide top-notch service to Keyloop customers, always looking for ways to improve our support processes based on feedback.

• Creatively manage team resources to ensure we have the right skills available to resolve customer issues quickly and effectively.

• Ensure open, honest, and fair communication with team members, including handling difficult conversations with professionalism and consistency.

• Keep an eye on key performance metrics, always aiming to refine processes and practices to meet and exceed goals. Be data-driven, analysing and interpreting various metrics to make informed decisions and improve support performance.

• Build strong relationships with other teams to ensure smooth collaboration and overall success of the support function.

• Act as the go-to person for escalated, high-priority customer issues, whether they come from the team or directly from customers.

• Ensure a high standard in the onboarding process for new team members, setting them up for success from the start.

• Ensure both customers and the team are regularly updated with the latest product information to maintain alignment and service quality.

Skills / Knowledge & Experience:

• Proven leadership experience in a customer service or support role.

• Track record of motivating teams and driving improvements in engagement and performance.

• Comfortable presenting management information and insights.

• Experience working independently and taking ownership of challenges.

• A self-starter, highly driven, and motivated to consistently achieve team and company objectives.

• Strong organizational skills, with a focus on performance and results.

• Calm under pressure, with the ability to handle complex and high-stakes situations.

• Excellent communication skills, both written and verbal, and strong with numbers and reporting.

• Able to navigate ambiguity and handle conflict with professionalism.

• Comfortable adopting new tools and processes, with a proactive approach to suggesting improvements.

• Experience developing, implementing, and refining operational processes and best practices.

• Strong customer engagement skills.

• Effective in resource planning and team management.

• Skilled in using a range of communication techniques to connect with different audiences.

• Familiar with case management and monitoring adherence to SLAs and KPIs.

Qualifications required

• Leadership experience

• Experience of working with customers

• ERP Application support

• Experience of supporting customers to a high level of performance, productivity and customer satisfaction

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.