Global Customer Support Leader — 24/7 SaaS & On-Prem

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

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,