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Open nowPosted 53 days ago

Software Support Manager

keyloop53 open roles

Where
India (Hyderabad)
Work mode
Hybrid
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Your applicationOpen nowSoftware Support Managerkeyloop · India (Hyderabad)

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on keyloop's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

7.7% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.4%1 day
  2. 3.5%3 days
  3. 7.7%7 days
  4. 13.4%14 days
  5. 34.5%30 days
This job: posted 53 days ago

The posting

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?

Purpose of the Role

Key Duties and Responsibilities

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.

Skills, Knowledge and Experience

  • Proven experience leading and developing high-performing teams.
  • Previous experience in a customer-focused, support, service delivery, or technical support environment.
  • Demonstrated ability to drive change, lead continuous improvement initiatives, and influence positive outcomes.
  • Strong customer relationship management and stakeholder engagement skills.
  • Experience handling escalations and managing complex customer situations.
  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
  • Experience using reporting, metrics, and insights to improve operational performance.
  • Confidence using AI-powered tools and technology to identify trends, improve efficiency, and drive better customer outcomes.
  • Ability to work collaboratively across multiple business functions, including Product, Engineering, Sales, and Customer Success.
  • Excellent communication, coaching, and leadership skills.
  • A proactive mindset with a focus on accountability, ownership, and delivering results.

Qualifications Required

  • Fluent written and verbal communication skills in English.
  • Previous experience leading a team in a customer-facing environment.
  • Experience within a software support, technical support, service delivery, or customer operations role is desirable.
  • Proficiency in Microsoft Office and business productivity tools.
  • Experience working with customer support or case management systems is advantageous.
  • Degree-level qualification or equivalent professional experience preferred.

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.

Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.

"At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."

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