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← CÔNG TY TNHH KEYLOOP VIỆT NAM

Software Support Manager - Korean Speaking

CÔNG TY TNHH KEYLOOP VIỆT NAM · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Manager
Industry
IT - Software
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

  • 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.

Summary of facts from the official posting. View original ↗

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