Software Support Manager - Korean speaking

Keyloop
Ho Chi Minh City
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Communication","Coaching","Leadership","Stakeholder management","Problem-solving"]

Lead and develop a customer-focused software support team, recruiting, onboarding, and coaching members to improve performance and service quality. Own customer escalations and ensure timely, clear communication and effective resolutions. Drive continuous improvement using data, customer feedback, and AI-driven insights to reduce case volume and enhance processes. Partner cross-functionally with Product, Engineering, Sales, and Customer Success to address systemic issues and strengthen customer satisfaction and retention in the Korean market.

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Keyloop
Keyloop
2 days ago

Software Support Manager - Korean speaking

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Job Summary

Lead and develop a customer-focused software support team, recruiting, onboarding, and coaching members to improve performance and service quality. Own customer escalations and ensure timely, clear communication and effective resolutions. Drive continuous improvement using data, customer feedback, and AI-driven insights to reduce case volume and enhance processes. Partner cross-functionally with Product, Engineering, Sales, and Customer Success to address systemic issues and strengthen customer satisfaction and retention in the Korean market.
Location: Ho Chi Minh City
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Build and develop an engaged, accountable, customer-focused support team through coaching, development, recruiting, onboarding, and retention.
  • •Own customer challenges and escalations, ensuring timely updates, clear communication, and effective resolutions.
  • •Drive continuous improvement using data, customer feedback, and AI-driven insights to reduce case volume and improve processes and product enhancements.
  • •Ensure service levels, quality standards, and KPIs are achieved by identifying trends, risks, and opportunities from support performance data.
  • •Partner with Product, Engineering, Sales, and Customer Success to resolve systemic issues, influence product direction, and shape support strategy for the Korean market.

Key Requirements

  • •Proven experience leading and developing high-performing teams in a customer-focused support or service delivery environment.
  • •Demonstrated ability to drive change and continuous improvement initiatives with measurable, positive outcomes.
  • •Strong customer relationship management and stakeholder engagement skills, including handling escalations and complex customer situations.
  • •Strong analytical and problem-solving skills to make data-driven decisions using reporting, metrics, and insights.
  • •Fluent written and verbal communication skills in Korean and English.
Skills:CommunicationCoachingLeadershipStakeholder managementProblem-solving
Languages:KoreanEnglish
Tech Stack:AIMicrosoft OfficeReporting

Company Brief

Keyloop
Provides dealer management systems and software solutions for automotive retailers and manufacturers, covering sales, service, parts, and connected retail tools to streamline dealership operations and digital customer experiences.
Industry: Automotive
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Belfast, United Kingdom
Founded: 2018
WebsiteLinkedIn