Support Operations Lead - Customer Success

Keyloop; Padova; On-site; EUR 60,000 - 90,000; Full time

Job summary

Keyloop is seeking a Support Manager to lead the daily operations of the support team, ensuring timely, high-quality resolution of customer issues. You will develop and implement support strategies, policies, and procedures to enhance the customer experience and drive continuous improvement.

You will coach and develop team members, manage performance, collaborate with Product, Engineering and Sales, and own escalation processes.

Qualifications

• Experience leading a customer support team.
• Ability to set and monitor KPIs and drive improvements.
• Experience in recruitment and onboarding of new team members.

Responsibilities

• Lead and motivate a team of support associates to ensure effective, timely, and high-quality resolution of customer issues.
• Drive engagement, accountability, and a customer-first mindset across the team.
• Conduct regular 1:1s, performance reviews, and coaching sessions.
• Support recruitment and onboarding of new team members.
• Develop, implement, and optimise support policies, procedures, and standards to improve efficiency.
• Monitor daily operations to ensure service levels and quality benchmarks are met.
• Analyse and report on key support metrics to assess performance and identify areas for improvement.
• Own and drive continuous improvement initiatives across your area of responsibility.
• Serve as a key point of escalation for complex or high-priority customer issues.
• Build and maintain relationships with other support managers and cross-functional stakeholders.

Skills

Leadership

People management

Coaching

Performance management

Recruitment

Communication

Cross-functional collaboration

Tools

AI tools

CRM systems

Job description

Keyloop is seeking a Support Manager to lead the daily operations of the support team, ensuring timely, high-quality resolution of customer issues. You will develop and implement support strategies, policies, and procedures to enhance the customer experience and drive continuous improvement.

You will coach and develop team members, manage performance, collaborate with Product, Engineering and Sales, and own escalation processes.