Global Customer Service Lead

What you will doLead and develop a high-performing team of 10 customer service professionals, fostering collaboration and growthEstablish a unified global support framework, ensuring consistency and efficiency across regionsEnhance the customer experience by aligning support operations with regional and global needsSupport both SaaS and customer-managed products, ensuring seamless technical assistance and deploymentsStandardize workflows, leverage automation, and implement best practices to drive operational excellence Establish a unified global customer support function, ensuring consistency and efficiency across regionsImprove customer experience by aligning support operations with regional and global customer needsSupport 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 satisfactionStrategic leadership and global expansionDesign, implement, and scale a global customer support organization, ensuring consistent coverage across North America, EMEA, and APACEstablish and optimize a follow-the-sun support model, ensuring 24/7 global service availabilityDevelop a long-term support strategy, aligning with business objectives and customer needsExpand the regional customer service teams to support a global footprint, ensuring the right level of resourcing and expertise in key regionsShift 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 ReportingWork with our engineering teams to enable self-service options for our SaaS products for internal teams and customers Operational managementOversee day-to-day operations of the global support team, ensuring efficient ticket resolution, SLA adherence, and high customer satisfactionDefine and implement KPIs and performance metrics, continuously monitoring and improving service qualityIdentify and implement automation and AI-driven solutions to enhance efficiency and self-service capabilitiesEnsure seamless collaboration between customer service, product teams, and sales to address customer pain points and improve retentionCustomer experience and continuous improvementDevelop and drive customer-first initiatives, enhancing the quality of support interactionsOptimize customer feedback loops, ensuring insights are shared with product and engineering teams for continuous product improvementDrive standardization of processes across regions, reducing inefficiencies and improving response timesImplement a training and development program to upskill customer support teams and improve technical capabilitiesCross-functional collaborationWork closely with sales, product management, and engineering teams to improve the customer experienceSupport customer escalations, acting as an executive-level escalation point for critical support issuesEnsure smooth onboarding and implementation support for new customersEstablish a culture of proactive support, focusing on issue prevention rather than just resolutionYour profile5+ years of experience in customer service leadership, with proven experience in managing global support teamsProven experience leading SaaS and customer-managed (on-premise) product support functions Experience in Supporting Infrastructure and Deployment requests for customersExpertise in building and scaling global support operations, with experience in North America, EMEA, and APACStrong background in technical support operations, IT service management, and enterprise software supportStrategic thinker with a problem-solving mindset and the ability to balance long-term vision with hands-on operational executionExperience managing support tools, ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management), and automation technologiesData-driven mindset, with the ability to analyze KPIs and drive process improvementsStrong people management skills, with experience leading diverse, cross-cultural teamsExcellent stakeholder management skills, working effectively across departments and with executive leadershipCustomer-centric mindset Preferred:Experience in the additive manufacturing industry or industrial software space ITIL, CompTIA A+ certification, or similar service management qualificationsExperience implementing self-service portals, chatbots, and AI-driven support automationLocation and type of contractLeuven, BelgiumFull-timeHybrid Mid-senior levelCV in English