Team Lead: Global Customer Support (m/f/d)
Your job:
- Drive end-to-end hiring, onboarding, and capability building including process, product, and system training, along with periodic
refreshers
- Ensure service quality through process audits, compliance checks, and continuous workflow optimization
- Monitor customer satisfaction data and implement progressive improvements
- Set targets and track global KPIs to ensure service performance
- Manage team development, foster collaboration, and drive continuous improvement initiatives and knowledge sharing
Your qualification:
- Bachelor’s degree in Science/Engineering with 6-7 years of experience in multinational environments, including 3-4 years in a
team leadership role
- Strong communication skills in English with experience in stakeholder management, reporting, and business insights generation
- Proven ability in mentoring, coaching, and driving team development
- Experience in customer service or sales process improvement, preferably involving automation initiatives
- Working knowledge of SAP S4HANA SD Module, Microsoft Dynamics CRM, and proficiency in MS Office
You can find more detailed information about Festo as an employer here: www.festo.com/career
We look forward to receiving your online application.
In this role, you will be responsible for leading a team serving customers globally by managing daily operations, providing training and
dealing with escalations for the 1
st level Case Management team across all customer segments. You will be responsible for performance
management and driving customer satisfaction and service excellence.
Festo
