Global Head of Customer Service & AI Transformation

DataOnline Corp.; Coimbra; Híbrido; EUR 120 000 - 190 000; Tempo integral

Resumo da oferta

Anova seeks a Director, Customer Service to lead global post-sale support, automation, and AI-driven transformation across LPG, Fuel & Lubricants, Industrial Gas and Chemicals. You will own reactive service, RMAs, and resolution quality worldwide from Portugal.

This remote-friendly role allows mostly remote work with occasional Porto office collaboration, and calls for senior leadership, cross-functional partnering, and a track record of building scalable, cost-effective support operations.

Qualificações

• 8+ years of progressive experience in customer support, technical support, service operations, or customer service leadership within industrial IoT, energy, fuel, or technology-enabled service businesses.
• Demonstrated experience leading a support or service organization through automation and AI adoption with measurable cost-to-serve improvements.
• Proven track record managing globally distributed technical support operations across multiple regions, time zones, and product lines.
• Ability to build career pathways from frontline support into senior technical and automation-focused roles.
• Advanced English proficiency (oral and written).

Responsabilidades

• Own end-to-end global customer support, service, and technical support operations across all verticals.
• Set and hold the organization to SLAs, escalation paths, first contact resolution, and service-quality standards.
• Ensure Engage/CSM and Customer Service operate as one unified post-sale experience.
• Manage RMAs, deployment escalations, and technical-issue resolution end to end.
• Act as escalation owner for platform/engineering interventions and report health metrics.

Conhecimentos

Leadership

Automation adoption

Global leadership

Customer service

Ferramentas

Salesforce

Databricks

SQL

Descrição da oferta de emprego

Anova seeks a Director, Customer Service to lead global post-sale support, automation, and AI-driven transformation across LPG, Fuel & Lubricants, Industrial Gas and Chemicals. You will own reactive service, RMAs, and resolution quality worldwide from Portugal.

This remote-friendly role allows mostly remote work with occasional Porto office collaboration, and calls for senior leadership, cross-functional partnering, and a track record of building scalable, cost-effective support operations.