Global Customer Support Excellence Lead

Global Customer Support Excellence Lead

Locations: Krakow, Cairo, Mexico City

We are seeking a strategic and customer-obsessed leader to elevate our global Customer Support Excellence function. This role is pivotal in shaping the future of our support experience, ensuring we deliver world-class service, measurable customer satisfaction, and scalable operational excellence across markets.

As Global Customer Support Excellence Lead, you will co-develop the Operating Model strategy for our Premium Plus & Premium service offering, partner with global leaders to establish governance, and drive continuous improvement through new digital tools, AI, and best practices. You will lead a diverse global team of process and service specialists, empowering them to deliver outstanding support and innovation that makes a real difference for our customers.

Key Responsibilities

• Strategic Leadership: Co-develop and execute the global Operating Model strategy in alignment with Supply Chain and Customer Service priorities.

• Governance & Performance: Establish and lead governance structures, monitor KPIs, and ensure consistent service excellence across regions.

• Process & Service Excellence: Scale best practices, champion continuous improvement, and leverage stakeholder feedback to enhance customer satisfaction.

• Innovation & Digital Tools: Partner with BIS and Tech to influence automation and AI adoption, ensuring global scalability and impact.

• Escalation Point: Act as the global escalation contact for system/tool issues, driving timely resolution and root cause analysis.

• Capability Building: Oversee training, mentoring, and capability-building initiatives that strengthen customer support expertise worldwide.

• Customer Advocacy: Represent the customer voice in global forums, advocating for innovation and alignment with evolving expectations.

• Team Leadership: Foster a culture of collaboration, inclusion, learning, and accountability across global and cross-functional teams.

Qualifications

• Bachelor's degree in Supply Chain, Business, Engineering, or related field; Master's preferred.

• 10+ years of leadership in Customer Service or Supply Chain, ideally in a global or matrixed environment.

• Strong knowledge of support operations, quality metrics (CSAT, NPS, CFR, OTIF), and transformation initiatives.

• Proven track record in process improvement, scaling best practices, and digital service implementation.

• Experience with CRM/support platforms (Zendesk, Salesforce, Gainsight) and automation tools.

• Certifications in Lean Six Sigma, CX, or process improvement are an advantage.

• Strong stakeholder management, executive presence, and strategic storytelling capabilities.

• Demonstrated ability to lead cross-functional and virtual teams.

What We're Looking For

• A strategic thinker with the ability to execute and scale.

• A change leader with resilience and adaptability.

• A strong communicator and influencer, comfortable engaging at the executive level.

• A collaborative global mindset with a passion for customer excellence.