Software Support Manager

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 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.