Senior Customer Support Manager (mwd) – Digital Products

Umdasch Group; Amstetten; Hybrid; EUR 80 000 - 100 000; Vollzeit

Zusammenfassung

A global construction technology provider in Austria is looking for a Senior Customer Support Manager for Digital Products. You will define and implement customer support strategies to enhance user satisfaction across markets. The ideal candidate has 5 or more years of experience in building support operations within a SaaS environment. Strong analytical skills and fluency in both German and English are essential. This position offers a dynamic work environment with opportunities for personal development.

Leistungen

Personal development opportunities

Modern work culture

Clear customer focus

Qualifikationen

• 5 years of experience in customer support operations or service design in SaaS.
• Experience building customer support processes across multiple regions.
• Ability to design processes and implement tools.

Aufgaben

• Design and implement the global customer support strategy.
• Build scalable support structures across units.
• Continuously evaluate AI improvements for customer experience.

Kenntnisse

Building customer support operations

Strong operational design

Analytical mindset

Cross-functional collaboration

Fluent in German and English

Tools

Product analytics tools

Ticketing systems

Jobbeschreibung

Support the digital transformation of the construction industry.

Behind some of the worlds most iconic buildings stands Doka a global market leader in formwork and scaffolding. From the Burj Khalifa to complex infrastructure projects like the MumbaiPune Expressway and Sydney Metro Doka is known for technical innovation and solutions that make the impossible work.

The same level of ambition to enable customers to achieve the highest possible outcomes drives Dokas future digital ambitions. This is why Doka is modernizing how the world builds by digitalizing the end-to-end formwork process. Dokas SaaS portfolio brings together engineering planning logistics material management as well as onsite operations in one integrated digital ecosystem.

As a Senior Customer Support Manager for Digital Products you will take ownership of building the global support structures that underpin our digital ecosystem. You will define support models implement tools and processes and shape both central and decentral teams to ensure a customer experience across markets.

What Youll Do & Responsibilities

• Design and implement the global customer support strategy for the digital product portfolio in a newly formed organization
• Build scalable support structures across central and decentral units ensuring clarity of roles responsibilities and escalation paths
• Develop the operational foundations for customer onboarding enablement training and ongoing support optimized for self-service
• Continuously evaluate how artificial intelligence can improve the customer experience
• Define and roll out support processes and documentation standards to ensure consistent customer experience worldwide
• Select implement and manage tools and systems (e.g. ticketing knowledge base self-service portals)
• Partner with regional markets to establish localized support capabilities and harmonize best practices
• Collaborate closely with Product Management to channel customer feedback into the product development process across Salesforce and our SaaS products
• Develop KPI frameworks to measure relevant success metrics (e.g. CSAT/NPS first response time time to resolution ticket volume automatization rate)
• Recruit lead and develop team members as the organization scales

Qualifications

• 5 years of experience in building customer support operations or service design in a SaaS or digital product environment (tech industry)
• Proven experience building or scaling customer support processes and structures across multiple regions
• Strong operational with the ability to design processes implement tools and drive scalable solutions
• Analytical mindset familiar with product analytics tools is a strong plus
• Skilled in cross-functional collaboration and stakeholder alignment across central and decentral organizations
• Ability to understand digital customer journeys and translate them into structured service workflows
• Hands on mentality that doesnt work is not part of your mindset and you thrive when you can build something from 0 to 1
• Having been part of a rapidly growing company and fast work environment is a plus
• Experience in construction tech logistics or industrial SaaS is a plus
• Excellent communication facilitation and relationship-building skills
• Fluent in German and English

Why Join Us & What We Offer

• Strategic leadership role in shaping global customer support for Dokas digital ecosystem
• Opportunity to define how our digital products reach and support customers users and markets globally
• Modern work culture with empowered product teams and clear customer focus
• Possibility to work from 3 different offices across Austria (Vienna Linz Amstetten) combined with an international work environment (60 countries) and flat hierarchies (minimum 1-2 days per week Amstetten office)
• Personal development and career growth opportunities

A salary in line with the market is offered for this position which is based on the specific qualification and adequate professional experience.

We are required by law to state a minimum salary. The minimum annual gross salary for this position is 47.587- according to the collective agreement (woodworking industry).

Ready to help build something that lasts Apply now and join us on our digital journey.

Remote Work : No

Employment Type : Full-time