Global Customer Support Leader — 24/7, Scalable Excellence

Materialise

Vlaams-Brabant

Hybrid

EUR 90,000 - 130,000

Full time

14 days+

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Job summary

Materialise is seeking a Global Customer Support Lead to build and scale a truly global support organization for SaaS and on‑premise solutions. You will shape vision, structure, and operating model across regions to deliver a consistent, high‑quality customer experience.

You’ll lead cross‑functional collaboration with product, engineering, and sales, design a follow‑the‑sun support model, and drive operational excellence with metrics, training, and a culture focused on customer success.

Qualifications

5+ years of experience in customer support or leadership roles spanning multiple regions.
Extensive experience with enterprise software, including SaaS and on-premise solutions.
Proven track record building, scaling, and leading global support teams.

Responsibilities

Build, lead, and scale a global customer support organization across regions.
Design and implement a 24/7 follow-the-sun support model.
Define and execute a global support strategy aligned with product growth and customer needs.
Overlap with product, engineering, and sales to improve the customer journey.
Measure and improve SLA, response/resolution times, and CSAT with standardized processes.