About the job
Keylane is seeking a dynamic and results-driven Manager of Customer Support and Operations to spearhead the daily operations of our SaaS services. If you are a proactive leader skilled in operational excellence and adept at managing teams, we would love to connect with you.
About Your Role
As the Manager of Customer Support and Operations, you will oversee the comprehensive delivery of Keylane’s Software-as-a-Service (SaaS) solutions within the Customer Support and Operations domain.
Your primary objective is to guarantee that our services remain stable, predictable, compliant, and of the highest quality while adhering to established service levels (SLAs) and budget constraints. You will serve as the liaison between our customers and internal teams, facilitating seamless daily operations and driving continuous improvement.
SaaS (Software as a Service) refers to Keylane’s delivery of software solutions via the cloud, as opposed to local installations.
Key responsibilities include:
- Maintaining software availability, stability, and performance
- Managing incidents, changes, releases, and support
- Ensuring compliance, security, and audit readiness
- Meeting service level agreements (SLAs) with our clients
- Coordinating efforts among operations, engineering, and customer teams
- Controlling costs while ensuring high service quality
In essence, you will ensure that our customers can depend on Keylane’s software daily, without unexpected issues.
About Your Team
You will lead an operations team of 10 to 15 professionals and act as the main operational and tactical point of contact for both customers and internal stakeholders. Your role combines people management with comprehensive ownership of the SaaS service and daily operational oversight. You will advocate for a lean, flow-based working methodology aligned with Agile and Kanban principles.
Collaboration will be key as you work alongside the Director of Customer Support and Operations, SLA Manager, Release Manager, and Engineering teams. You will report directly to the Director of Customer Support and Operations, ensuring stable and predictable service delivery.
Explore our blog posts and videos to discover what it’s like to work at Keylane.
Your Responsibilities
- Take end-to-end responsibility for the delivery of the SaaS service to our clients;

