Software Support Manager - Korean Speaking

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.

Qualificati

Yêu cầu công việc

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.

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.

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.

Quyền lợi

• Chăm sóc sức khoẻ: Comprehensive private insurance (health, accident, life)
  Annual health check-up (including advanced screenings)
  Mental health support (EAP, 24/7 counseling, wellbeing programs)
• Nghỉ phép có lương: 21–26 annual leave days + birthday leave + sick leave
  Additional leave: parental, wellbeing, compassionate, volunteering, etc.
• Đào tạo: Access to global learning & development programs
• Khác: Flexible & hybrid working environment
  One-time home office setup allowance