Global Head of Customer Support (B2B SaaS) (m/f/d)

Global Head of Customer Support (B2B SaaS) (m/f/d)

Permanent employee, Full-time · Karlsruhe

Your mission

• You build and lead a high-performing support team by recruiting top talent, fostering professional growth, and creating a culture of accountability and collaboration.
• You drive operational excellence and manage key KPIs, including SLA compliance, CSAT, NPS, first response time, resolution time, and FCR, ensuring the team consistently meets and exceeds targets.
• You champion customer satisfaction and escalation management by proactively resolving critical issues, analyzing root causes, and implementing preventive measures to enhance the customer experience.
• You continuously improve processes and leverage technology and innovation by identifying inefficiencies, implementing best practices, and introducing automation, AI, or other tools to optimize support operations.
• You collaborate across functions and maintain a strong feedback loop, working closely with Product, Engineering, Sales, and Marketing to ensure customer insights inform business decisions and support strategies.

Your profile

• You have 10+ years of experience in customer support or service delivery roles with several years in a leadership capacity over global or multi-region teams. Experience in a B2B SaaS or technology is highly preferred.
• You hold a Bachelor’s degree; an advanced degree (MBA or similar) is a plus.
• You have a proven track record of defining and executing support strategy at scale.
• You are characterized by a strong customer orientation and always put customer satisfaction first.
• You have a strong analytical mindset and leverage data-driven insights to optimize SLA compliance, CSAT, NPS, first response time, resolution time, and FCR through targeted initiatives.
• Hands‑on expertise with modern support tools, including CRM/ticketing systems (e.g., Zendesk, Salesforce), knowledge base and community forum management, and automation/AI‑driven support solutions.

Conditions: Full-time, 40h per week
Location: Germany - Karlsruhe, Belgium - Osterzeele, Italy - Perugia, France - Paris, Netherlands - Utrecht

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