Experience Apps Product Lead
UK (Homeworking)
Customer Support /
Employee /
Remote
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?
Purpose of role:
In addition to undertaking Product Support Analyst responsibilities, the Product Lead takes on the additional responsibility of being the owner of their module and if applicable within their product of expertise. Continually and actively building on their existing knowledge ensuring that they are clear on the direction the product is taking, not only learning new features/products before they are delivered to Support, but acting as our gatekeeper ensuring that any feature or product being handed to Support is robust enough to be used and supported following general release, ensuring knowledge is shared and documented and where appropriate the product is challenged before being accepted into Support.
The Product Lead will have experience in all disciplines within their specific module area related to the product and will serve as a point of escalation for those within the second level customer support teams. There is no requirement for the Product Lead to be the Subject Matter Expert for every discipline within their module area, however, they should have very strong application knowledge in several areas and have a strong awareness of who the experts are for all disciplines within their module area in order to expedite resolving a support case.
Our Product Leads are expert coaches and mentors who lead by example ensuring they use their problem solving skills to not only solve a problem but to ensure root cause is established when required, where they cannot directly resolve the issue they should provide guidance in how and who to go to in order to successfully achieve call closure with root cause analysis.
Key Duties & Responsibilities
- Working independently, or mentoring others analysing and resolving issues within the application with a focus on root cause analysis.
- Leading the introduction of new products into the support function, and working closely with management to increase the level of modular expertise throughout our colleagues. Ensuring that products introduced to support are ready for general release and knowledge is transferred.
- Expedite case closure by demonstrating expert problem solving skills either independently or during mentoring/coaching.
- Act as a point of escalation for the product, promoting escalating support cases in good time & following process.
- Identify opportunities for training within the product and to deliver assistance and coaching.
- Recommend process improvements & be heavily involved in the CRI* process and promoting that within the product and support teams.
- Liaise and work with Management on all matters relating to the product to ensure the requisite knowledge is disseminated to the teams.
- Identify support tools / process improvements to aid support investigation and speed up resolution times and improve customer experience.
- Can if required deputise for Team Managers in their absence.
- Raise quality product defects with our Development teams, promoting best practice.
- Recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels.
- Where required be involved in the major incident process in order to ensure the incident is resolved as quickly as possible and service restored.
- Where necessary attending customer discussions for high profile customer issues.
- Work with the Team Managers to succession plan and identify/build the Product Leads of the future.
- Where necessary, work with the Management team to handle any escalations or complaints.
- Where necessary, triaging modular queues to ensure cases are progressing effectively.
- Where necessary, highlighting problems that have been identified within their modular area and offering suggestions on how to overcome.
Skills / Knowledge & Experience
- This role requires someone with a strong knowledge of the product and its processes, in particular, the associate should have a high level understanding of the module.
- The Product Lead has a background working with the application in a problem solving customer service environment, with experience of investigating and identifying solutions to a range of situations. You have outstanding verbal and written communication skills, are resourceful and well organised, and are prepared to take responsibility for successful issue resolution. You have a passion and commitment to providing service excellence. You have the ability to adapt and learn on the fly and feel comfortable in dealing with ambiguity and adding clarity in those situations.
- Proactive in acquiring knowledge of the Keyloop product suite, absorbing new product information quickly and lead introduction of these changes into the Support function.
- Expert level investigation, analytical problem solving and trouble shooting
- The ability to be self-motivated and use your initiative to aid your investigation process and career development.
- Coaching and mentoring and the ability to train others - working closely with relevant colleagues to increase application knowledge.
- Effective delegation skills.
- Excellent customer service skills.
- Ability to influence and overcome objections.
- Planning workload to meet deadlines.
- Can communicate effectively with all levels (Customer, peers, Managers) to achieve Keyloop’s objectives
- Experience of Microsoft office suite (Word, Excel, Outlook)
Key Skills:
Qualifications required
- Essential
- Experience of working with customers
- ERP Application support
- Experience of supporting customers to a high level of performance, productivity and customer satisfaction
- Desirable
- Understanding of the automotive industry and specialism in one business or technical area (front office, back office, accounts, HSP, networks etc.)
- Bachelor’s Degree in Computer Science (or equivalent)
Why join us?
We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.
An inclusive environment to thrive
We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.
Be rewarded for your efforts
We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.
Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.
We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.
