Job Specifications
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
About the Company
Materialise empowers sustainable 3D printing applications. We provide pioneering solutions that enable flexible industrial manufacturing and mass personalization in healthcare. We rely on more than 30 years of experience in additive technologies to provide various software and services to support your projects, make a difference, and realize your potential. We lead the way by delivering end-to-end solutions in multiple industries -- innovating with companies for a better, healthier, and more sustainable world. For additiona...
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