What you will do
* Lead and develop a high-performing team of 10 customer service professionals, fostering collaboration and growth
* Establish a unified global support framework, ensuring consistency and efficiency across regions
* Enhance the customer experience by aligning support operations with regional and global needs
* Support both SaaS and customer-managed products, ensuring seamless technical assistance and deployments
* Standardize workflows, leverage automation, and implement best practices to drive operational excellence
* Establish a unified global customer support function, ensuring consistency and efficiency across regions
* Improve customer experience by aligning support operations with regional and global customer needs
* Support both SaaS and customer-managed products, ensuring seamless technical assistance and deployments to customer-managed environments.
* Standardize processes, drive automation, and implement best practices to improve support efficiency and customer satisfaction
Strategic leadership and global expansion
* Design, implement, and scale a global customer support organization, ensuring consistent coverage across North America, EMEA, and APAC
* Establish and optimize a follow-the-sun support model, ensuring 24/7 global service availability
* Develop a long-term support strategy, aligning with business objectives and customer needs
* Expand the regional customer service teams to support a global footprint, ensuring the right level of resourcing and expertise in key regions
* Shift the limited existing processes and build up new processes for operations teams. The new processes include E2E Incident and Outage Management, Problem Management, Change Management, Escalation Management, and Cloud Consumption Reporting
* Work with our engineering teams to enable self-service options for our SaaS products for internal teams and customers
Operational management
* Oversee day-to-day operations of the global support team, ensuring efficient ticket resolution, SLA adherence, and high customer satisfaction
* Define and implement KPIs and performance metrics, continuously monitoring and improving service quality
* Identify and implement automation and AI-driven solutions to enhance efficiency and self-service capabilities
* Ensure seamless collaboration between customer service, product teams, and sales to address customer pain points and improve retention
Customer experience and continuous improvement
* Develop and drive customer-first initiatives, enhancing the quality of support interactions
* Optimize customer feedback loops, ensuring insights are shared with product and engineering teams for continuous product improvement
* Drive standardization of processes across regions, reducing inefficiencies and improving response times
* Implement a training and development program to upskill customer support teams and improve technical capabilities
Cross-functional collaboration
* Work closely with sales, product management, and engineering teams to improve the customer experience
* Support customer escalations, acting as an executive-level escalation point for critical support issues
* Ensure smooth onboarding and implementation support for new customers
* Establish a culture of proactive support, focusing on issue prevention rather than just resolution
Your profile
* 5+ years of experience in customer service leadership, with proven experience in managing global support teams
* Proven experience leading SaaS and customer-managed (on-premise) product support functions
* Experience in Supporting Infrastructure and Deployment requests for customers
* Expertise in building and scaling global support operations, with experience in North America, EMEA, and APAC
* Strong background in technical support operations, IT service management, and enterprise software support
* Strategic thinker with a problem-solving mindset and the ability to balance long-term vision with hands-on operational execution
* Experience managing support tools, ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management), and automation technologies
* Data-driven mindset, with the ability to analyze KPIs and drive process improvements
* Strong people management skills, with experience leading diverse, cross-cultural teams
* Excellent stakeholder management skills, working effectively across departments and with executive leadership
* Customer-centric mindset
Preferred:
* Experience in the additive manufacturing industry or industrial software space
* ITIL, CompTIA A+ certification, or similar service management qualifications
* Experience implementing self-service portals, chatbots, and AI-driven support automation
Location and type of contract
* Leuven, Belgium
* Full-time
* Hybrid
* Mid-senior level
* CV in English