Global Customer Support Lead - Software

MAT CZE Materialise SRO; Vlaams-Brabant; On-site; EUR 120,000 - 180,000; Full time

Job summary

Materialise Software is seeking a strategic, hands-on Global Customer Support Lead to shape and scale a unified, world-class support organization. You will drive the vision, operating model, and cross-functional collaboration to deliver consistent service across regions for both SaaS and on-premise solutions.

In this role you will standardize processes, implement follow-the-sun coverage, and lead high-performing teams across North America, EMEA, and APAC while partnering with product,

Qualifications

• 5+ years leading multi-regional customer support teams.
• Experience with enterprise software SaaS and on-premise.
• Proven ability to scale global support operations.
• Strong ITSM and service management background.
• Proficient with support tools and KPIs.

Responsibilities

• Build, lead, and scale a global customer support organization.
• Design follow-the-sun 24/7 service coverage.
• Define long-term support strategy aligned with growth.
• Expand regional teams for key markets.
• Standardize processes and improve performance.
• Collaborate with product, engineering, sales to improve journey.
• Escalation point for critical incidents.

Skills

Global leadership

Customer support

SaaS knowledge

Zendesk

Salesforce Service Cloud

Jira Service Management

Operations management

Cross-functional

Tools

Zendesk

Salesforce Service Cloud

Jira Service Management

Job description

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.

Responsibilities

Strategic Leadership & Global Support Expansion

• Build, 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 Excellence

• Oversee 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 Improvement

• Champion 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 Collaboration

• Partner 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.

Requirements

• 5+ 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