Global Support Program Manager, Global Customer Support

About the RoleWe are looking for a structured, analytical, and execution-driven Global Support Program Manager to join our Global Customer Support team.This role acts as a strategic and operational partner to the Head of Global Customer Support. You will help shape the global support direction, drive cross-regional alignment, manage urgent support situations, and lead key support programs that improve performance and customer experience.The role sits at the center of global coordination—ensuring transparency, consistency, and structured execution across regions, resellers, and cross-functional teams. It requires strong stakeholder management, the ability to stay calm under pressure, and a data-driven mindset.This is a high-visibility position with broad exposure across the organization.Key ResponsibilitiesStrategy & Global AlignmentSupport the Head of Global Customer Support in defining and refining the global support strategy and direction.Drive execution of strategic initiatives and coordinate implementation across all support regions.Ensure global alignment and consistency in support processes, priorities, and standards.Facilitate regular cross-regional coordination to maintain transparency and shared objectives.Urgent Support & Escalation ManagementTake ownership of urgent or high-impact support situations.Investigate root causes, assess impact, and coordinate mitigation actions across functions (Support, Operations, Product, Commercial, etc.).Provide clear visibility and structured communication to stakeholders throughout the resolution process.Identify recurring patterns and propose preventive measures.Reseller Support ManagementLead regular operational catch-ups with key resellers.Maintain strong working relationships with reseller support teams.Ensure alignment on support processes, escalation handling, and performance expectations.Program & Project ManagementManage support-related projects requiring cross-functional coordination.Define scope, stakeholders, timelines, risks, and deliverables.Design and launch support programs tailored to different customer segments (e.g., dental clinics, labs, key accounts) and evolving business needs.Ensure programs are implemented effectively and embedded into daily operations.Performance & Data-Driven InsightsMaintain a strong overview of global support performance.Translate support data (CSAT, abandoned call rate, resolution time, etc.) into actionable insights and executive-ready recommendations.Develop prioritized action plans based on performance trends and business impact.Required Qualifications5+ years of experience in program management, operations, consulting, or customer support leadership in a global environment.Strong experience managing cross-functional initiatives and driving execution across multiple stakeholders.Proven ability to handle high-pressure or urgent situations in a structured and solution-oriented manner.Experience working with performance metrics and translating data into clear business recommendations.Strong stakeholder management and communicative skills, with the ability to influence in a complex organization.Preferred QualificationsExperience in customer support or service operations.Background in SaaS, technology, healthcare technology, or other complex global businesses.Familiarity with support performance metrics and operational frameworks.Join us in shaping a company culture that makes Monday mornings worth it.We are an exciting, visionary, and international place to work. But most of all, we are a diverse group of over 50 different nationalities who all contribute to an awesome company culture. We partake in social clubs, monthly Friday and various in-team activities as well. If that’s not enough, then add on:An attractive healthcare package to keep you fit and well.Breakfast every day, and a delicious and healthy lunch cooked by our private chefs.Good work/life balance e.g., flexible work from home policy.A joint purpose: to enable dentists to provide superior dental care to every patient, every time.Staying true to our values and DEI efforts, we encourage all relevant applicants to apply, and we ask you NOT to add any photos or sensitive information (age, marital status, nationality) during the application process. We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.For more information please contact Xuemeng Li xuemeng.li@3shape.com