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. * Several years of experience in Customer Support Operations, Service Management, or IT Service Delivery in complex software environments * Experience with customer SLAs, escalation management, and data-driven service quality steering - That's why you systematically analyze friction points, drive improvements based on data, and deliberately leverage tools, standards, and automation to measurably increase customer satisfaction. * 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, ...
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