We are seeking a highly skilled and dynamic Global Support Manager to lead and evolve our customer and technical support center operations.
This role requires a strategic leader with strong technical acumen and a hands-on, support-oriented mindset who can manage performance, drive innovation, and enhance the overall customer experience across a multidisciplinary environment (software, hardware, and support).
Experience in the vehicle market and the ability to operate within complex organizations and product ecosystems is a strong advantage.
This role requires a strategic leader with strong technical acumen and a hands-on, support-oriented mindset who can manage performance, drive innovation, and enhance the overall customer experience across a multidisciplinary environment (software, hardware, and support).
Experience in the vehicle market and the ability to operate within complex organizations and product ecosystems is a strong advantage.
Requirements:
5+ years leading global technical support or customer support operations for software and hardware products, with direct ownership of KPIs, SLAs, and CSAT.
Proven track record building support processes, tools, and knowledge bases that resolve issues at the front line and minimize R&D escalations.
Hands-on experience with automation, AI-driven support tools, chatbots, and self-service platforms, from evaluation through rollout.
Strong analytical skills, using operational data and KPIs to drive measurable service improvements.
Experience managing enterprise or Tier 1 customers across multi-technology products (SaaS, cloud, APIs, IoT, or connected devices); automotive, fleet, or telematics experience is a strong advantage.
Track record partnering cross-functionally with R&D, Product, and Customer Success, and leading distributed, multicultural teams across global time zones.
Relevant academic degree (e.g., Industrial Engineering, Business Administration, Information Systems, Computer Science, or a related field).
Skills:
Hands-on technical aptitude across software, hardware, cloud platforms, APIs, and connected/IoT systems.
Strong affinity for AI, automation, and modern support tooling, with genuine curiosity to adopt new technology.
Data-driven mindset, comfortable using KPIs and analytics to guide decisions and drive improvement.
Excellent leadership, communication, and stakeholder management across global, multicultural teams.
Resilient under pressure, with a customer-first, service-oriented mindset.
Fluent in English (written and verbal); additional languages are an advantage.
5+ years leading global technical support or customer support operations for software and hardware products, with direct ownership of KPIs, SLAs, and CSAT.
Proven track record building support processes, tools, and knowledge bases that resolve issues at the front line and minimize R&D escalations.
Hands-on experience with automation, AI-driven support tools, chatbots, and self-service platforms, from evaluation through rollout.
Strong analytical skills, using operational data and KPIs to drive measurable service improvements.
Experience managing enterprise or Tier 1 customers across multi-technology products (SaaS, cloud, APIs, IoT, or connected devices); automotive, fleet, or telematics experience is a strong advantage.
Track record partnering cross-functionally with R&D, Product, and Customer Success, and leading distributed, multicultural teams across global time zones.
Relevant academic degree (e.g., Industrial Engineering, Business Administration, Information Systems, Computer Science, or a related field).
Skills:
Hands-on technical aptitude across software, hardware, cloud platforms, APIs, and connected/IoT systems.
Strong affinity for AI, automation, and modern support tooling, with genuine curiosity to adopt new technology.
Data-driven mindset, comfortable using KPIs and analytics to guide decisions and drive improvement.
Excellent leadership, communication, and stakeholder management across global, multicultural teams.
Resilient under pressure, with a customer-first, service-oriented mindset.
Fluent in English (written and verbal); additional languages are an advantage.
This position is open to all candidates.
