Global Customer Service Lead
The Global Customer Service Lead is responsible for expanding and overseeing the regional customer service organization, establishing a truly global support function. This leader will play a pivotal role in shaping the customer support strategy, ensuring seamless 24/7 global coverage, and optimizing processes to enhance customer satisfaction.
Job description
This role requires a strong background in customer service operations, experience managing global teams, and expertise in supporting both SaaS and customer-managed (on-premise) products. You will also lead our DevOps teams to streamline product rollouts and provide technical leadership across customer-facing teams. The ideal candidate will drive continuous improvement, scalability, and operational excellence to ensure world-class service delivery across North America, EMEA, and beyond.
What you will do
- 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 & 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: E2E Incident and Outage Management, Problem
- Management, Change Management, Escalation Management, 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 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 & Deployments 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 problem solving mindset, with 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.
What we offer
Healthy life-work balance
When creating a better and healthier world, a good place to start is with yourself. That's why we encourage our employees to prioritize their overall well-being, fostering physical fitness, mental resilience, and social connections through a range of workshops, sports activities, and other events and initiatives that contribute to a balanced and fulfilling work-life harmony.
Hybrid working & flexibility
At Materialise, we value the power of in-person connections and the advantages of remote work, allowing our employees the flexibility to enjoy the best of both worlds. You can work remotely up to 60% of the time and work flexible hours, depending on your particular role.
Personal growth and career advancement
At Materialise, we’re committed to nurturing the professional development of our employees. We invest in our passionate people and empower them to explore and grow by offering diverse career paths that capitalize on their talents. Plus, we offer courses, external coaching programs, and in-house mentoring so that our employees can fulfill their potential.
Team building
We cultivate a positive work culture so our employees have an enjoyable professional environment. Collaboration is key, so we organize activities that unite our employees, such as after-work events and team lunches. We want all our staff to feel connected in an environment that promotes strong bonds based on trust, respect, empathy, and friendship.
Innovation is key
Innovation is not just a buzzword at Materialise; it's at the core of what we do. As pioneers in our industry, we create cutting-edge solutions, fostering an environment that supports and rewards ingenuity and leadership. We’re dedicated to shaping the future of 3D printing, recognizing and celebrating the creative spirit within all our global innovators.
Healthy life-work balance
When creating a better and healthier world, a good place to start is with yourself. That's why we encourage our employees to prioritize their overall well-being, fostering physical fitness, mental resilience, and social connections through a range of workshops, sports activities, and other events and initiatives that contribute to a balanced and fulfilling work-life harmony.
Hybrid working & flexibility
At Materialise, we value the power of in-person connections and the advantages of remote work, allowing our employees the flexibility to enjoy the best of both worlds. You can work remotely up to 60% of the time and work flexible hours, depending on your particular role.
Personal growth and career advancement
At Materialise, we’re committed to nurturing the professional development of our employees. We invest in our passionate people and empower them to explore and grow by offering diverse career paths that capitalize on their talents. Plus, we offer courses, external coaching programs, and in-house mentoring so that our employees can fulfill their potential.
Team building
We cultivate a positive work culture so our employees have an enjoyable professional environment. Collaboration is key, so we organize activities that unite our employees, such as after-work events and team lunches. We want all our staff to feel connected in an environment that promotes strong bonds based on trust, respect, empathy, and friendship.
Innovation is key
Innovation is not just a buzzword at Materialise; it's at the core of what we do. As pioneers in our industry, we create cutting-edge solutions, fostering an environment that supports and rewards ingenuity and leadership. We’re dedicated to shaping the future of 3D printing, recognizing and celebrating the creative spirit within all our global innovators.
Location and type of contract
- Leuven, Belgium
- Full-time
- Hybrid
- Mid-senior level
- CV in English
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Working at Materialise
Materialise is a dynamic, international high-tech company, founded in 1990 and headquartered in Belgium, with over 2,300 employees worldwide. Materialise’s mission is to innovate for a better and healthier world through its software and hardware infrastructure and in-depth knowledge of additive manufacturing (also known as 3D printing). Our customers are in diverse industries, such as automotive, aerospace, medical, research, and academia.
As a growing company, Materialise is always looking for enthusiastic professionals who want to work in an environment full of revolutionary technology and surrounded by people passionate about their work.