Global Customer Service Lead

About the Position

Global Customer Service Lead

Leuven, Belgium

CUSTOMER SUPPORT

HYBRID

FULL-TIME

ENGLISH CV

The Global Customer Service Lead will oversee and expand our regional customer service operations, leading a team of 10 professionals to build a truly global and unified support function. This hands-on role requires a strategic mindset to shape the customer support strategy while actively engaging in the day-to-day operations to ensure seamless 24/7 global coverage and exceptional customer satisfaction.

Responsibilities

In this position, you will lead by example, managing and mentoring your team while driving continuous improvement and scalability. You will work closely with cross-functional teams, including DevOps, to streamline product rollouts and provide technical expertise for both SaaS and customer-managed (on-premise) products. The ideal candidate will have a strong background in customer service operations, experience leading global teams, and a proven ability to balance hands-on involvement with strategic oversight.

Key Responsibilities

• Lead and Develop Team: Foster collaboration and growth within a high-performing team of 10 customer service professionals.
• Global Support Framework: Establish a unified global support framework, ensuring consistency and efficiency across regions.
• Customer Experience: Enhance the customer experience by aligning support operations with regional and global needs.
• Technical Support: Support both SaaS and customer-managed products, ensuring seamless technical assistance and deployments.
• Operational Excellence: Standardize workflows, leverage automation, and implement best practices to drive operational excellence.
• Strategic Leadership: Design, implement, and scale a global customer support organization, ensuring consistent coverage across North America, EMEA, and APAC.
• Follow-the-Sun Model: Establish and optimize a follow-the-sun support model, ensuring 24/7 global service availability.
• Long-term Strategy: Develop a long-term support strategy, aligning with business objectives and customer needs.
• Global Expansion: Expand the regional customer service teams to support a global footprint, ensuring the right level of resourcing and expertise in key regions.
• Process Improvement: Shift limited existing processes and build up new processes for operations teams, including E2E Incident and Outage Management, Problem Management, Change Management, Escalation Management, and Cloud Consumption Reporting.
• Cross-functional Collaboration: Work with engineering teams to enable self-service options for 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.
• Continuous Improvement: Develop and drive customer-first initiatives, enhancing the quality of support interactions.
• Customer Feedback: Optimize customer feedback loops, ensuring insights are shared with product and engineering teams for continuous product improvement.
• Standardization: Drive standardization of processes across regions, reducing inefficiencies and improving response times.
• Training and Development: Implement a training and development program to upskill customer support teams and improve technical capabilities.

Requirements

• Experience: 5+ years of experience in customer service leadership, with proven experience in managing global support teams.
• Product Support: Proven experience leading SaaS and customer-managed (on-premise) product support functions.
• Technical Expertise: Expertise in building and scaling global support operations, with experience in North America, EMEA, and APAC.
• Technical Support: Strong background in technical support operations, IT service management, and enterprise software support.
• Strategic Thinking: Strategic thinker with a problem-solving mindset and the ability to balance long-term vision with hands-on operational execution.
• Tools and Automation: Experience managing support tools, ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management), and automation technologies.
• Data Analysis: Data-driven mindset, with the ability to analyze KPIs and drive process improvements.
• People Management: Strong people management skills, with experience leading diverse, cross-cultural teams.
• Stakeholder Management: Excellent stakeholder management skills, working effectively across departments and with executive leadership.
• Customer-Centric: Customer-centric mindset.

Nice to Have

• Industry Experience: Experience in the additive manufacturing industry or industrial software space.
• Certifications: ITIL, CompTIA A+ certification, or similar service management qualifications.
• Self-Service Portals: Experience implementing self-service portals, chatbots, and AI-driven support automation.

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.

About the Company

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.

Work Culture

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