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.