Global Customer Support Lead — 24/7, Scalable Ops & Strategy

AMjobcenter; Heverlee; Presencial; EUR 90 000 - 120 000; Tempo integral

Resumo da oferta

Materialise Software is seeking a strategic, hands-on Global Customer Support Lead to shape and scale a truly global support organization. You will design a 24/7 follow-the-sun model for NA, EMEA, and APAC, and align support strategy with product growth and customer needs.

You will oversee operations, drive key metrics, and partner with product, engineering, and sales to deliver a seamless customer journey for both SaaS and on-premise solutions.

Qualificações

• 5+ years in customer support or service leadership, with global or multi-regional teams.
• Experience with enterprise software SaaS and on-prem solutions.
• Proven ability to scale global support ops across regions.
• Background in IT service management and technical support.
• Strategic thinker with hands-on execution and process improvements.
• Experience with Zendesk, Salesforce Service Cloud, Jira Service Management, or similar.

Responsabilidades

• Build, lead, and scale a global customer support organization across NA, EMEA, and APAC.
• Design 24/7 follow-the-sun support model to ensure around-the-clock coverage.
• Define long-term support strategy aligned with product growth and customer needs.
• Oversee daily operations, ensure SLA compliance and timely issue resolution.
• Track KPIs like response and resolution times, backlog, and CSAT.
• Collaborate with product, engineering, and sales to improve the customer journey.
• Lead onboarding and enablement for new customers and manage escalations.

Conhecimentos

Global leadership

People leadership

Stakeholder management

Data-driven decision making

Project management

Ferramentas

Zendesk

Salesforce Service Cloud

Jira Service Management

Descrição da oferta de emprego

Materialise Software is seeking a strategic, hands-on Global Customer Support Lead to shape and scale a truly global support organization. You will design a 24/7 follow-the-sun model for NA, EMEA, and APAC, and align support strategy with product growth and customer needs.

You will oversee operations, drive key metrics, and partner with product, engineering, and sales to deliver a seamless customer journey for both SaaS and on-premise solutions.