Global Customer Support Lead - Software

Materialise; Heverlee; Sur place; EUR 95 000 - 140 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People leadership

Analytical mindset

Stakeholder management

Customer-centric mindset

Formation

ITIL certification

Outils

Zendesk

Salesforce Service Cloud

Jira Service Management

Self-service platforms

Chatbots

Description du poste

At Materialise Software, we believe that better manufacturing starts with smarter, more connected workflows. If you’re passionate about helping companies make additive manufacturing more efficient, scalable, and reliable, you’ll love being a part of this team. Through the software we develop, organizations are managing the entire additive manufacturing process more efficiently and achieving the highest 3D printing standards.Materialise is looking for a strategic and hands-on Global Customer Support Lead to build, scale, and lead a truly global customer support organization. In this role, you will shape the vision, structure, and operating model for customer support across regions, ensuring a consistent, high-quality experience for customers worldwide.As our Software Suite continues to grow, this role is critical to creating a unified support function that delivers seamless service across time zones, supports both SaaS and customer-managed (on-premise) solutions , and drives operational excellence at scale. You will lead the evolution of our support organization by standardizing processes, improving service performance, enabling 24/7 global coverage, and strengthening collaboration across customer service, product, engineering, and sales teams.This is an exciting opportunity for a customer-focused leader with strong global support experience, technical service expertise, and a passion for building scalable, high-performing teams.ResponsibilitiesStrategic Leadership & Global Support ExpansionBuild, lead, and scale a global customer support organization that delivers consistent, high-quality service across North America, EMEA, and APAC.Design and implement a follow-the-sun support model to ensure effective 24/7 service coverage.Define and execute a long-term customer support strategy aligned with business objectives, product growth, and customer needs.Expand and structure regional support teams to ensure the right capacity, expertise, and coverage in key markets.Create a unified global support framework with standardized processes, tools, and service expectations.Operational ExcellenceOversee the daily operations of the customer support function, ensuring efficient case handling, SLA compliance, and timely resolution of customer issues.Define, track, and improve key support metrics such as response times, resolution times, backlog, SLA performance, and customer satisfaction.Identify opportunities to improve efficiency through process optimization, automation, AI-enabled support capabilities, and self-service solutions.Ensure operational scalability to support continued growth of Materialise’s software business.Maintain high service quality standards across all regions and support channels.Customer Experience & Continuous ImprovementChampion a customer-first support culture focused on responsiveness, quality, and long-term customer success.Improve the end-to-end customer support experience for both SaaS and customer-managed product environments.Establish strong feedback loops between customer support, product management, and engineering to address recurring issues and improve product performance.Standardize and continuously refine support processes to reduce friction, increase consistency, and improve response and resolution times.Develop training and enablement programs to strengthen the technical and service capabilities of the global support team.Cross-Functional CollaborationPartner closely with product, engineering, sales, and customer-facing teams to improve the overall customer journey.Act as a senior escalation point for critical customer issues and lead resolution of complex support situations.Support effective onboarding and implementation experiences for new customers where needed.Foster a proactive support approach focused on issue prevention, knowledge sharing, and continuous service improvement.Build strong internal relationships to ensure alignment on priorities, customer needs, and service delivery standards.Requirements5+ years of experience in customer support or customer service leadership, including proven success managing global or multi-regional teams.Strong experience supporting enterprise software products , including both SaaS and customer-managed / on-premise solutions .Demonstrated success in building, scaling, or transforming global support operations across multiple regions, ideally including North America, EMEA, and APAC.Solid background in technical support operations, enterprise customer service, and IT service management.Strategic mindset combined with the ability to drive hands-on execution and operational improvements.Experience working with support tools and ticketing platforms such as Zendesk, Salesforce Service Cloud, Jira Service Management , or similar systems.Strong analytical and data-driven decision-making skills, with experience using KPIs and customer insights to improve performance.Excellent people leadership skills, including experience managing, coaching, and developing diverse international teams.Strong stakeholder management and communication skills, with the ability to collaborate effectively across teams and senior leadership levels.Customer-centric mindset with a passion for delivering high-quality service and support experiences.Preferred QualificationsExperience in the Additive Manufacturing , industrial software, or related technology industry.Certifications such as ITIL, CompTIA A+ , or similar service management credentials.Experience implementing self-service platforms, knowledge bases, chatbots, or AI-driven support automation solutions.What’s waiting for youWork that mattersThe technology we build at Materialise pushes the boundaries. You’ll find pride in building something that matters, whether you designed it, printed it, or shipped it. No matter your role, we unlock new possibilities to build a better and healthier world every day.At Materialise, we expect you to think about the customer, not just the task. You push for better solutions and care about the difference your work makes.A people-centered spaceWhen you join Materialise, you join a group of colleagues invested in you, not just your work. From your own team to a department across the world, you’ll find a sense of belonging with people who help without being asked, challenge you, and have your back.At the same time, we expect you to invest in the people around you — not just your own work — to make the group stronger than the sum of its parts.An environment of trustAs a company of innovators, we know how crucial autonomy is in your work. When we hire you, we trust in your expertise, giving you space to organize your tasks, work flexibly, and make your own calls.At Materialise, we expect you to deliver on that trust and keep your commitments.A career ready to buildWhen you see opportunities for your career to grow at Materialise, we encourage you to go for them. People shape a fulfilling career at their own pace here.At Materialise, we expect you to take initiative in your own development. Don’t wait for someone else to plan your career. Step into the space and make it count.Make a difference together with the Software team.