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Product Support Manager

1 month, 3 weeks ago
Denmark
Full-time
Lead
Customer Support
Customer and Technical Support
Apply Now
Keyloop

Keyloop

Keyloop is the largest global automotive technology solutions provider, offering future motive technology to enhance the car buying and owning experience. Their comprehensive solutions cover the entire consumer lifecycle, empowering growth through dist...

Automotive
1K-5K
View All Jobs 17

Description

  • Lead and motivate the support team to resolve customer issues effectively, efficiently, and to a high standard.
  • Drive team engagement, accountability, and a customer-first mindset.
  • Conduct regular 1:1 meetings, performance reviews, coaching sessions, and feedback conversations.
  • Support recruitment and onboarding of new team members.
  • Develop, implement, and optimise support policies, procedures, and standards.
  • Monitor daily support operations to ensure service levels and quality benchmarks are met.
  • Analyse support metrics, report on performance, and identify improvement opportunities.
  • Implement process enhancements and technology solutions to streamline support delivery.
  • Serve as an escalation point for complex or high-priority customer issues.
  • Build relationships with cross-functional stakeholders and collaborate on systemic customer experience issues.

Requirements

  • Strong understanding of the company’s strategic goals and how the support function contributes to them.
  • Experience accountable for team performance, KPIs, and customer satisfaction outcomes.
  • Ability to apply strong analysis and judgement to support metrics and complex situations.
  • Excellent communication and interpersonal skills.
  • Ability to build and maintain relationships with customers, support staff, and stakeholders.
  • Experience working cross-functionally with Product, Engineering, Sales, Marketing, or similar teams.
  • Ability to provide direct supervision, coaching, and guidance to team leads and support agents.
  • Experience supporting recruitment, onboarding, training, and development of team members.
  • Academic qualifications are not required; selection is based on experience and potential.
  • Familiarity with AI tools is encouraged and employees are trained to use them to improve creativity and productivity.

Benefits

  • Career growth opportunities within a company aiming to become a market leader.
  • Access to training and support to try new things, adapt quickly, and explore different career paths.
  • Opportunity to collaborate and learn from industry experts around the world.
  • Inclusive work environment that values diversity and different lifestyles.
  • Performance-based pay and benefits.
  • Investment in employee development.
  • Culture that fosters support and strong collaboration.
  • Training and use of AI tools to boost creativity and productivity.

Interested in this position?

Apply directly on the company website

Apply Now

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