Director, Customer Support

Role Overview

• Define and govern global customer service processes, including escalation models, response standards, and knowledge management frameworks
• Build global SOPs, playbooks, and standard work to ensure consistent service across all markets
• Act as Global Process Owner, accountable for end-to-end customer service delivery and performance across regions
• Design and optimize support structures (e.g., tiered models, remote vs. field service, multilingual capabilities) to balance scale, cost, and customer satisfaction
• Partner with local and regional leaders to adapt models for market-specific needs while protecting global standards
• Ensure support models are scalable and flexible to address future growth and changing customer expectations
• Drive a customer-centric service culture, embedding excellence into daily operations through training, coaching, and performance management
• Provide global playbooks, best practices, and frameworks that enable customer-facing roles to deliver consistently high-quality service
• Establish, track, and govern global KPIs for customer service (e.g., First-Time Resolution, Time to Respond, Service Satisfaction, Complaint Resolution)
• Build scalable capabilities for customer service delivery, ensuring systems, tools, and processes are aligned across markets.
• Partner with IT and Digital to deploy knowledge management platforms, automation, and AI-powered solutions that reduce manual work and improve responsiveness

Requirements

• University degree in business administration, project management, marketing, communications or related field
• 8–10 years in customer service leadership with global or multi-market scope
• Exceptional customer-orientation and a strong background in support model design and optimization, balancing global consistency with local flexibility
• Demonstrable experience in leading and designing customer support / service strategies and integrating new solutions (digital, AI) to automate and enhance service
• Strategically thinker with strong analytical/problem-solving skills
• Entrepreneurial mindset, including a high tolerance for ambiguity and penchant for experimentation
• Pronounced hands-on mentality and bias towards action
• Strong continuous improvement mindset and capability to develop and improve processes whilst juggling competing project timelines
• Ability to effect change, leading people, process, and technology in a dynamic and complex operating environment
• A proactive collaborator who enjoys working across functions and leading others indirectly within a matrixial organization
• Strong stakeholder management with a proven ability to influence leadership up to CxO level.

Benefits

• Sonova is an equal opportunity employer
• We team up
• We grow talent
• We collaborate with people of diverse backgrounds to win with the best team in the market place
• We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status