Global Technical Customer Success Lead

nVent; Warszawa; Presencial; PLN 118 000 - 245 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private health care

Pension plan

Stock purchase plan

Language courses

Rewards program

Holiday contributions

Canteen/Meal passes

Resumo da oferta

nVent in Warsaw is seeking a skilled Technical Customer Success leader to establish and run a dedicated desk across two time zones, guiding a small team from day one.

You will own the escalation model, write runbooks, maintain knowledge base, and partner with Product Management and Engineering on recurring issues. The role also covers admin leadership for the European CS team and on-call standby. Fluent English is required; German or French is a plus.

Qualificações

• Technical degree or equivalent training is preferred; candidates with service ops experience will be considered.
• 5+ years in technical support or customer care, ideally in equipment/industrial settings.
• Proven track record running a support desk against defined SLAs.
• Experience building workflows, escalation models, knowledge bases, and rosters.
• Experience leading teams across locations and time zones.
• Fluent English; German or French is a strong advantage.

Responsabilidades

• Lead and develop the Technical Customer Success Specialists across two locations.
• Own the escalation model and determine L1/L2/L3 routing and when to involve engineers.
• Set case handover standards and measure handover quality.
• Establish case-volume baselines and report SLA metrics monthly.
• Own the knowledge base and runbooks for the customer self-service portal.
• Handle complex cases personally and be the contact for critical incidents.
• Coordinate with Product Management and Engineering on recurring issues.

Conhecimentos

Fluent English

Leadership

Process improvement

Escalation management

Knowledge base

Cross-location coordination

German or French

Formação académica

Technical degree or equivalent

Ferramentas

Salesforce Service Cloud

Descrição da oferta de emprego

nVent in Warsaw is seeking a skilled Technical Customer Success leader to establish and run a dedicated desk across two time zones, guiding a small team from day one.

You will own the escalation model, write runbooks, maintain knowledge base, and partner with Product Management and Engineering on recurring issues. The role also covers admin leadership for the European CS team and on-call standby. Fluent English is required; German or French is a plus.