Regional Customer Support Manager - Elevate Experience

GHX; United Kingdom; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

GHX is seeking a Manager of Customer Support to lead the local team in Europe/UK, aligning with GHX standards and customer experience goals.

You will partner with Sales, Support, and Product teams to resolve complex issues, improve processes, and ensure high customer satisfaction across markets. The role requires strong leadership, English (and German) communication, and a proactive, process-driven approach.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• 5-7 years’ experience in Customer Support within Technology sectors.
• Experience leading teams or projects with CRM tools.
• Solid understanding of enterprise application environments.

Responsibilities

• Manage and lead the local Customer Support team, guiding them to meet customer expectations and resolve issues.
• Conduct performance evaluations and develop staff through coaching and mentoring.
• Provide management visibility on progress, risks, and KPI performance to stakeholders.
• Implement efficient, repeatable processes and best practices in support operations.
• Plan capacity and workforce requirements to optimize staffing levels and scheduling.
• Drive business improvements to create efficient work streams and improved customer outcomes.
• Coordinate with Sales, Support, Product Management and other teams to manage customer risks and escalations.
• Set up KPIs and strategic initiatives such as CSAT, OLA, processing timeliness, and knowledge management.

Skills

Bachelor's degree or equivalent

CRM systems (Salesforce)

Leadership

Customer support knowledge

English & German communication

Education

Bachelor's degree in business or related field

Tools

Salesforce CRM

Job description

GHX is seeking a Manager of Customer Support to lead the local team in Europe/UK, aligning with GHX standards and customer experience goals.

You will partner with Sales, Support, and Product teams to resolve complex issues, improve processes, and ensure high customer satisfaction across markets. The role requires strong leadership, English (and German) communication, and a proactive, process-driven approach.