Head of Global Customer Support

Unikie; Helsinki; Remote; EUR 120,000 - 180,000; Full time

Job summary

Unikie Marshalling is seeking an experienced Head of Global Customer Support to build and lead our customer support capability as our autonomous driving solutions move from pilots into production operations. This leadership role focuses on shaping the global support function, people, processes and strategic partnerships to deliver reliable production support.

LOCATION: Flexible within Europe; TRAVEL: International travel required; You will recruit and lead an international team, define the

Qualifications

• Proven experience leading global customer support, service or technical operations.
• Demonstrated experience building and scaling teams across countries, cultures and time zones.

Responsibilities

• Build and lead our global customer support organization.
• Recruit, develop and lead a high-performing international team.
• Define the global support operating model, responsibilities and escalation paths.
• Establish and manage strategic global support partnerships.
• Own support performance, SLAs and critical customer escalations.
• Develop scalable incident management, monitoring and service processes.
• Work closely with customers, engineering, deployment teams and partners to improve service quality.

Skills

Global leadership

Customer support

Stakeholder management

Recruiting & team building

Process design & optimization

Tools

ITIL/ITSM

Job description

UNIKIE MARSHALLING | EUROPE

Unikie Marshalling is looking for an experienced Head of Global Customer Support to build and lead our customer support capability as our autonomous driving solutions move from pilots into production operations.

This is a leadership and organization-building role. You will define how we support customers globally and build the people, processes and partnerships required to deliver reliable production support. A key part of the role will be developing the right combination of Unikie's own capabilities and strategic partners, potentially including organizations with an established global footprint in robotics and industrial automation support.

Your Responsibilities

• Build and lead our global customer support organization.
• Recruit, develop and lead a high-performing international team.
• Define the global support operating model, responsibilities and escalation paths.
• Establish and manage strategic global support partnerships.
• Own support performance, SLAs and critical customer escalations.
• Develop scalable incident management, monitoring and service processes.
• Work closely with customers, engineering, deployment teams and partners to continuously improve service quality.

WHY JOIN US?

This is an opportunity to build a global customer support capability from the ground up for cutting-edge autonomous driving and robotics solutions. You will have a significant role in shaping our support organization, operating model and global partner ecosystem while working with major automotive and industrial customers.

LOCATION: Flexible within Europe

TRAVEL: International travel required

What We Expect

MANDATORY

• Proven experience leading global customer support, service or technical operations.
• Strong people leadership and line-management experience.
• Demonstrated experience building and scaling teams and organizations.
• Experience working across countries, cultures and time zones.
• Strong customer, stakeholder and partner-management skills.

CONSIDERED AN ADVANTAGE

• Robotics, autonomous systems or industrial automation support.
• Automotive or industrial manufacturing environments.
• 24/7, high-availability or mission-critical operations.
• ITIL/ITSM and SLA-driven support organizations.

Direct robotics experience is a plus, but proven global operations leadership, team building and customer support experience are the key requirements.

If your experience and skills align with the requirements of the role, we will contact you to arrange an introductory call.