- Company Name
- Materialise
- Job Title
- Global Customer Service Lead
- Job Description
-
**Job Title**: Global Customer Service Lead
**Role Summary**:
Lead the design, implementation, and continuous improvement of a unified global customer support organization for SaaS and customer‑managed products. Drive operational excellence, cross‑regional collaboration, and customer‑centric initiatives, ensuring 24/7 service availability across North America, EMEA, and APAC.
**Expectations**:
- Build & manage a high‑performing team of 10+ customer service professionals.
- Scale global support operations to meet regional customer needs.
- Design and execute incident, outage, problem, change, and escalation management processes.
- Champion AI, automation, and self‑service tools to enhance efficiency.
- Partner with engineering, product, and sales to improve product quality and customer retention.
**Key Responsibilities**:
1. Design, implement, and scale a global follow‑the‑sun support model ensuring 24/7 coverage.
2. Standardize end‑to‑end workflows (incidents, outages, problems, changes, escalations, cloud consumption reporting).
3. Define and monitor KPIs, SLA adherence, and quality metrics; continuously improve service levels.
4. Lead automation initiatives (AI, chatbots, self‑service portals) to reduce resolution times.
5. Drive customer‑first initiatives, feedback loops, and training programs to upskill support teams.
6. Serve as executive escalation point for critical issues; work closely with cross‑functional stakeholders.
7. Grow regional teams to match global footprint, ensuring balanced resourcing and expertise.
8. Oversee day‑to‑day operations, ticket resolution, and ticketing tool configuration (Zendesk, Salesforce Service Cloud, Jira Service Management).
**Required Skills**:
- 5+ years in global customer service leadership (SaaS & on‑prem).
- Expertise in IT service management, incident/outage/problem/change management.
- Strong technical support operations background with infrastructure deployment experience.
- Experience building follow‑the‑sun models and scaling across NA, EMEA, APAC.
- Proficiency with ticketing systems (Zendesk, Salesforce Service Cloud, Jira Service Management).
- Data‑driven mindset: KPI analysis, dashboard creation, process improvement.
- People management of diverse, cross‑cultural teams.
- Excellent stakeholder & executive communication.
- Customer‑centric, analytical, and strategic thinker.
**Required Education & Certifications**:
- Bachelor’s degree in Business, Computer Science, IT, or related field.
- ITIL Foundation or equivalent service‑management certification.
- CompTIA A+ or similar technical support qualification preferred.
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