In this role, you are responsible for the end-to-end experience of our customers in support and service, from the first contact to the final resolution. The ambition behind this is clear: our customers should not experience internal complexity – they should experience service. * Own the end-to-end incident process:Map, document, and continuously improve the full customer incident lifecycle — from the first inbound signal through intake, triage, escalation, resolution, and customer communication, ensuring a seamless experience at every step. * Detect and act on customer impact patterns:Identify early when multiple customers are experiencing the same issue (e.g. a customer hotline outage, a recurring error after a release), aggregate these signals, and coordinate a structured, timely response across teams. * Several years of experience in Customer Support Operations, ...
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