Global Customer Support Lead, 24/7 SaaS & On-Prem

MAT BEL Materialise NV; Vlaams-Brabant; On-site; EUR 90,000 - 140,000; Full time

Job summary

Materialise is seeking a strategic Global Customer Support Lead to shape the vision and operating model for a worldwide support organization. You will oversee 24/7 coverage, standardize processes, and collaborate with product, engineering, and sales to ensure high-quality service across regions for both SaaS and on-premise solutions.

You will build scalable teams, implement metrics and automation, and drive continuous improvement.

Qualifications

• 5+ years leading global or multi-regional customer support teams.
• Experience supporting enterprise software, SaaS and on‑premise.
• Proven ability to scale and transform global support operations.
• Strong background in IT service management and metrics driven.
• Strategic thinker with hands-on execution and process improvements.

Responsibilities

• Build, lead, and scale a global customer support organization across regions.
• Design a 24/7 follow-the-sun support model and align with business goals.
• Define and track KPIs, SLA adherence, and customer satisfaction.
• Collaborate with product, engineering, and sales to improve support.
• Drive automation, self-service, and AI-enabled capabilities.

Skills

Global leadership

Enterprise software support

Support operations

SLA management

Data-driven decisions

Tools experience

Team coaching

Cross-functional collaboration

Tools

Zendesk

Salesforce Service Cloud

Jira Service Management

Job description

Materialise is seeking a strategic Global Customer Support Lead to shape the vision and operating model for a worldwide support organization. You will oversee 24/7 coverage, standardize processes, and collaborate with product, engineering, and sales to ensure high-quality service across regions for both SaaS and on-premise solutions.

You will build scalable teams, implement metrics and automation, and drive continuous improvement.