Software Support Manager - Korean speaking

Job description

**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 This is an opportunity to lead and transform support within the Korean market. As Software Support Manager, you will be responsible for developing a high-performing team, building trusted customer relationships, and driving initiatives that improve both customer outcomes and operational performance. We are not looking for someone to simply manage a support queue; we are looking for a leader who will challenge existing processes, identify opportunities for improvement through data and AI-driven insights, influence cross-functional change, and help shape the future direction of support for our customers. ### Key Duties and Responsibilities **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. ### 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 Korean and 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.