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.
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.
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.
As the largest global automotive technology company, Keyloop delivers cutting-edge solutions, tailored to the modern needs of auto retailers and OEMs alike. With 40 years of automotive DNA, and a deep understanding of what it takes to drive success, Keyloop solutions are delivered in over 90 countries, and trusted by more 20,000 retailers and 80 OEMs worldwide.
From the showroom to the workshop, and everything in between, its technology facilitates distinctive customer experiences between key systems, tools and departments. With modern consumers demanding increasingly high levels of service and responsiveness, Keyloop and their partners connect retailers and OEMs to consumers through every step of their journey.
Keyloop delivers a proven technology ecosystem that redesigns the automotive retail experience to cultivate lasting loyalty and optimise margins through increased efficiency, elevated experiences, and unrivalled connected data.
For more information, please visit www.keyloop.com
