Lead and develop regional support teams across FR, BE, ES, and DE
Oversee day‑to‑day support delivery, ensuring SLAs, KPIs, and contractual commitments are met
Ensure a high‑quality, empathetic customer experience across all support teams
Lead adoption of AI tools such as intelligent routing, automated summarisation, and AI‑assisted troubleshooting
Translate global support strategy into a clear European execution plan

10+ years in customer/technical support or service operations
5+ years leading multi‑country teams
Strong background in enterprise software support (healthcare, laboratory, or mission‑critical systems preferred)
Hands‑on experience with AI tools (e.g., Copilot, automated summarisation, natural‑language support bots)
Bachelor’s degree in Computer Science, Engineering, Business, or related field (required)
Master’s degree preferred
ITIL, service‑management, or AI governance certifications are an advantage

AI‑enabled support capabilities
Professional development opportunities
Onboarding activities including identity verification, documentation, and equipment setup

Director, Customer Support – EU

Key skills