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vivenu
3mo ago

VP of Global Customer Support & Service(m/w/x)

Düsseldorf
Full-timeOn-siteSenior

Description

In this role, you will be at the forefront of enhancing customer satisfaction and operational efficiency, leading a global team dedicated to providing exceptional support and service across various channels.

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Requirements

  • •Proven leadership experience in B2B Customer Support, Service, and Experience within a tech or SaaS organization
  • •10-15+ years total experience, including 5+ years in senior or global CX leadership roles
  • •Experience managing multi-location global teams
  • •Strong operational and process design capabilities
  • •Deep familiarity with Intercom or similar chat-based CX tools
  • •Analytical mindset with the ability to define and use KPIs to drive performance
  • •Executive presence with excellent communication and stakeholder alignment skills

Work Experience

10 years

Tasks

  • •Lead and scale the global Customer Support & Service organization
  • •Develop a customer service strategy focused on satisfaction and retention
  • •Oversee daily customer service operations via Intercom
  • •Define and track customer experience KPIs
  • •Establish standardized processes and training programs
  • •Create escalation paths for customer issues
  • •Collaborate with Product, Sales, and Operations to enhance customer touchpoints
  • •Coach and mentor leaders within the Customer Experience organization

Tools & Technologies

Intercom

Languages

German – Business Fluent

English – Business Fluent

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