--- title: 'Product Support Manager at Keyloop' canonical: 'https://feeny.ai/job/product-support-manager-keyloop-denmark-b8j11svzcyyn' type: 'job' last_seen: '2026-09-07' --- # Product Support Manager at Keyloop - **Company:** Keyloop - **Location:** Denmark - **Work type:** onsite - **Posted:** 2026-06-29 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/keyloop/dbe0e941-9317-46ee-93bc-1d54b1c6f433 ## Job description Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs. We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it? Scope of Management Responsibility: The Support Manager is responsible for overseeing the daily operations of the support team, ensuring that customer issues are resolved efficiently and effectively. This role requires strong leadership, excellent communication skills, and a deep understanding of the company's products and services. The Support Manager will develop and implement support strategies, policies, and procedures to enhance the overall customer experience and drive continuous improvement within the support function. Duties and 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 to support associate development and growth. - Support recruitment and onboarding of new team members to build a high-performing support team. - Execute and align with the overall strategy, mission, and vision of the Support function. - Develop, implement, and optimise support policies, procedures, and standards to improve team efficiency and consistency. - Monitor daily operations to ensure service levels and quality benchmarks are consistently met. - Analyse and report on key support metrics to assess performance and identify areas for improvement. - Implement process enhancements and technology solutions to streamline support delivery. - 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, ensuring swift, satisfactory resolutions. - Build and maintain effective working relationships with other support managers and cross-functional stakeholders (Product, Engineering, Sales, etc.). - Collaborate to resolve systemic issues affecting customer experience and contribute to cross-team initiatives that improve overall service delivery. - Ensure your team maintains current knowledge of products, services, and policies. - Identify skills gaps and coordinate training opportunities to ensure ongoing capability development and readiness. Knowledge and Experience Nature of accountability for results: The Support Manager must possess a strong understanding of the company’s strategic goals and how the support function contributes to achieving them. They will be responsible for aligning support activities with broader business objectives, ensuring that customer satisfaction and retention are prioritised. The Support Manager is accountable for the performance and outcomes of the support team. They must ensure that key performance indicators (KPIs) are met, and that customer issues are resolved in a timely and satisfactory manner. This role requires a proactive approach to identifying and addressing areas for improvement, as well as a commitment to maintaining high standards of customer service. Level of analysis and judgement applied: The Support Manager must apply a high level of analysis and judgement to assess support metrics, identify trends, and make data-driven decisions. They should be able to evaluate complex situations, consider multiple perspectives, and develop effective solutions to improve support processes and outcomes. Leadership Nature of guidance received: The Support Manager will report to the Senior Product Support Manager within Customer Enablement or a similar senior role. While they will have a significant degree of autonomy, they will receive guidance and direction on strategic priorities and high-level objectives from senior management. Nature of guidance provided to others: The Support Manager will provide direct supervision and guidance to the support team, including team leads and support agents. They will be responsible for setting performance expectations, providing coaching and feedback, and fostering an engaging and collaborative team environment. Additionally, they may offer insights and recommendations to other departments based on customer feedback and support metrics. ## Skills and Abilities Relationship Focus Nature and level of contact within/outside the organization: The Support Manager must excel in building and maintaining relationships both within and outside the organization. They should have strong interpersonal skills and the ability to communicate effectively with customers, support staff, and other stakeholders. The Support Manager will work closely with other departments such as Product, Sales, and Marketing to address customer issues and improve overall customer sentiment. They will also interact with senior management to report on support performance and escalate critical issues. Outside the organization, the Support Manager will engage with customers to understand their needs, address their concerns, and gather feedback. They may also liaise with external partners or vendors to resolve issues related to third-party services or products. ## About Keyloop ## Company Overview - **One-liner**: Keyloop is the world’s largest automotive technology company, providing platforms and tools that connect car retailers and manufacturers across more than 90 countries to power the full retail journey. - **Entity Type**: Private (acquired by Francisco Partners in 2021) - **Headquarters**: Reading, United Kingdom - **Founded**: Originated over 40 years ago (as Kerridge); rebranded as Keyloop in 2021 - **Founders**: Original founders not publicly disclosed; the company traces its roots to Kerridge in Hungerford, UK ## Core Business - **Primary industries**: Automotive retail technology, dealer management software, omnichannel retailing, and customer experience solutions - **Target customers**: B2B – automotive retailers (dealerships) and OEMs (car manufacturers) - **Mission or purpose statement**: To use technology to make car buying and servicing simpler, smoother, and better for everyone, putting exceptional experiences first (“Experience-First”). ## Products & Services Keyloop offers a suite of SaaS and integrated solutions for the automotive retail ecosystem. Major offerings include: - **Keyloop DMS (Dealer Management System)** – Core platform for dealership operations (sales, service, parts, finance). - **enquiryMAX** – Sales engagement and lead management platform for dealers. - **RAPID RTC** – Real-time customer communication and service marketing tool. - **MotorDocs** – Digital document management and e-signature solution for vehicle transactions. - **FISC** – Integrated financial services and compliance platform. - **SilverBullet** – Vehicle marketing and merchandising solution to accelerate online sales. - **SERTI** – Warranty and service contract administration platform. - **Automotive Transformation Group (ATG)** – Omnichannel retailing and digital customer journey solutions. ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue of GBP 113 million (per LinkedIn, 2025 data) - **Notable Investors/Partners**: Owned by Francisco Partners (a leading tech investment firm); partners with 80+ OEMs and 20,000+ retailers - **Growth Signals**: - Acquired seven companies since 2021 (enquiryMAX, RAPID RTC, MotorDocs, FISC, SilverBullet, SERTI, ATG) - Headcount approximately 1,862 (+4.7% YoY, +108 people) - Global presence: offices across 32 countries including UK, India, Canada, Czechia, Spain - 100,000+ LinkedIn followers (monthly +0.5%, yearly +8.9%) ## Competitive Advantages - **Scale and legacy**: Nearly 50 years of automotive domain expertise; trusted by 20,000+ retailers and 80 OEMs in 90+ countries – the largest global automotive technology company. - **Experience-First platform**: A unified approach that connects the entire customer journey, from online browsing to service bay, differentiating from fragmented point solutions. - **Deep OEM integrations**: Longstanding relationships with manufacturers and a partner ecosystem that makes switching costly for clients. - **Tailored acquisitions**: Strategically adding best-in-class solutions (e.g., ATG for omnichannel, RAPID RTC for communications) to create a comprehensive integrated suite. ## Strategic Focus - **Building the world’s first truly connected auto retail ecosystem** – integrating data, retailers, OEMs, and partners. - **Artificial Intelligence and innovation**: Hiring for AI Solutions Engineer (Salesforce Agentforce) and pushing AI/ML capabilities (CTO Amit Monovich brings cloud/AI expertise from Salesforce). - **Continued acquisition and partner growth**: Actively seeking more partners that share the “Experience-First” vision. - **Sustainability**: “Power to Change” initiative focusing on environmental impact, community volunteering, and employee well-being. ## Why Work Here - **Culture**: “Experience-First” mindset – the same customer-centric philosophy is applied internally, attracting top talent and fostering an environment where meaningful contributions are recognised. - **Flexibility**: Truly flexible and hybrid work opportunities; focus on outcomes rather than days in the office. Offices worldwide for collaboration, but remote work is supported and trusted. - **Growth and development**: Well-established frameworks for career development; employees are empowered to take charge of their own success and learning. - **Diverse teams**: Distributed across 32 countries with a global mindset; roles in engineering, product, customer enablement, sales, marketing, IT, finance, and more. - **Perks**: Emphasis on work-life balance, meaningful work in a rapidly digitising industry, and a chance to shape the future of automotive retail. ## Sources 1. [keyloop.com/careers](https://keyloop.com/careers) 2. [keyloop.com/about-us](https://keyloop.com/about-us) 3. [jobs.lever.co/keyloop](https://jobs.lever.co/keyloop) 4. [linkedin.com/company/keyloop](https://linkedin.com/company/keyloop) 5. 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