Global Head of Customer Support

il y a 2 jours

Paris, France PTV Logistics GmbH Temps plein

Global Head of Customer Support (B2B SaaS) (m/f/d)Your missionYou 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 profileYou 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 weekLocation: Germany - Karlsruhe, Belgium - Osterzeele, Italy - Perugia, France - Paris, Netherlands - UtrechtContact PersonPTV Logistics - a leading global software company for transportation logisticsWe calculate and optimize route planning for logistics companies with record‑breaking algorithms to maximize time and cost savings. With more than 40 years of experience, we help to put theory into practiceInterested? Then take a look at our website: https://www.ptvlogistics.com/en #J-18808-Ljbffr

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