Support Manager - Customer Experience Leader

Keyloop; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Keyloop seeks a Support Manager to lead the daily operations of the support team, developing strategies and policies to enhance customer experience. The role requires strong leadership, excellent communication, and a deep understanding of Keyloop products and services.

You will drive continuous improvement across the support function, collaborate with Product, Engineering and Sales, and serve as a key escalation point for complex issues while ensuring high-quality, timely resolutions.

Qualifications

• Experience leading a customer support team.
• Strong leadership and people-management skills.
• Ability to analyse metrics and drive improvements.

Responsibilities

• Lead and motivate a team of support associates to resolve issues effectively.
• Drive engagement, accountability and a customer-first mindset.
• Conduct regular 1:1s, performance reviews and coaching.
• Support recruitment and onboarding of new team members.
• Develop, implement and optimise support policies and standards.
• Monitor operations to meet service levels and quality benchmarks.
• Analyze key metrics to identify areas for improvement.
• Implement process enhancements and technology solutions.

Skills

Leadership

People management

Communication

Customer focus

Data analysis

Cross-functional collaboration

Tools

CRM software

Ticketing systems

Job description

Keyloop seeks a Support Manager to lead the daily operations of the support team, developing strategies and policies to enhance customer experience. The role requires strong leadership, excellent communication, and a deep understanding of Keyloop products and services.

You will drive continuous improvement across the support function, collaborate with Product, Engineering and Sales, and serve as a key escalation point for complex issues while ensuring high-quality, timely resolutions.