European Customer Support Manager

Wasson Enterprise; Colorado; On-site; GBP 65,000 - 90,000; Full time

Job summary

GHX is seeking a Manager Customer Support to lead the local Customer Support team across Europe/UK, ensuring delivery of GHX customer standards and excellent experience for users handling supply chain processes.

You will partner with Care, Sales and Product teams to drive issue resolution, implement KPI-driven improvements (C-SAT, OLA, knowledge center) and coach staff through coaching, training and mentoring. Regular travel may be required.

Qualifications

• Bachelor's degree or equivalent in business or related field.
• 5–7 years in Customer Support within technology sectors.
• Experience leading teams or projects.
• Strong understanding of enterprise applications and CRM tools.

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 KPIs, including dashboards and status reports.
• Establish and optimize KPIs such as C-SAT, OLA, and knowledge management initiatives.
• Coordinate with Sales, Support, and Product teams to manage customer risks and escalations.

Skills

Leadership

Stakeholder communication

Process improvement

Education

Bachelor's degree in business or related field

Tools

Salesforce

CRM systems

Data reporting tools

Job description

GHX is seeking a Manager Customer Support to lead the local Customer Support team across Europe/UK, ensuring delivery of GHX customer standards and excellent experience for users handling supply chain processes.

You will partner with Care, Sales and Product teams to drive issue resolution, implement KPI-driven improvements (C-SAT, OLA, knowledge center) and coach staff through coaching, training and mentoring. Regular travel may be required.