Global Customer Support Lead - Scale 24/7 Excellence

Materialise; Heverlee; On-site; EUR 95,000 - 140,000; Full time

Job summary

Materialise is seeking a strategic and hands-on Global Customer Support Lead to build and scale a worldwide support organization for SaaS and on-premise solutions. You will shape the vision, structure, and operating model across regions.

You will lead 24/7 follow-the-sun coverage, standardize processes, and drive operational excellence while partnering with product, engineering, and sales to improve customer outcomes.

Qualifications

• 5+ years of experience in customer support or customer service leadership.
• Excellent people leadership and cross-functional collaboration.
• Proven track record building or transforming global support operations across multiple regions.

Responsibilities

• Build, lead, and scale a global customer support organization across regions.
• Design follow-the-sun 24/7 support coverage.
• Define and execute a long-term support strategy aligned with product growth.
• Oversee daily operations, ensuring SLA compliance and timely resolutions.
• Partner with product, engineering, and sales to improve the customer journey.
• Act as senior escalation point for complex issues and onboarding support for new customers.

Skills

People leadership

Analytical mindset

Stakeholder management

Customer-centric mindset

Education

ITIL certification

Tools

Zendesk

Salesforce Service Cloud

Jira Service Management

Self-service platforms

Chatbots

Job description

Materialise is seeking a strategic and hands-on Global Customer Support Lead to build and scale a worldwide support organization for SaaS and on-premise solutions. You will shape the vision, structure, and operating model across regions.

You will lead 24/7 follow-the-sun coverage, standardize processes, and drive operational excellence while partnering with product, engineering, and sales to improve customer outcomes.