Manager Customer Support

Overview

In this role, you lead the local Customer Support team across Europe/UK to uphold GHX customer standards and drive the customer experience. You partner with cross-functional teams to resolve issues, optimize support processes, and manage day-to-day operations with a focus on satisfaction and efficiency. You will shape capacity planning, KPIs, and escalation handling to ensure reliable service. This role offers impact by improving support delivery for healthcare supply chain customers and leading teams through change and growth.

Responsibilities

• Lead and develop the local Customer Support team and manage customer expectations through issue investigation and resolution
• Conduct performance evaluations and coach/train/mentoring of employees
• Provide visibility into work progress, risks, and performance through dashboards, scorecards, and status updates
• Implement efficient, repeatable methodologies and best practices across the team
• Perform capacity and workforce planning to align staffing with a centralized schedule
• Drive business improvements to optimize workflows and efficiency
• Coordinate with Customer Operations, Sales, Support, and Product Management to manage risks, escalations, and customer satisfaction
• Set up and monitor KPIs and initiatives (e.g., C-SAT, OLA, Processing Timeliness, KCS, Major Incident Process)
• Act as local escalation point for operational tasks for team members, stakeholders, and customers
• Provide ongoing support for Tier1 customers, including regular status updates and process optimization
• Share operational expertise and best practices to improve procedures and efficiency
• Occasional travel to other GHX offices

Key requirements

• 5-7 years’ experience in Customer Support within the Technology Sector
• Functional lead experience (teams or projects)
• Comprehensive understanding of Client/Server networks and data handling
• Minimum 3–5 years’ experience with CRM tools, preferably Salesforce
• Bachelor’s degree in business or equivalent combination of education and work experience
• Excellent English and German communication skills

• Customer-focused
• Solution-oriented
• Self-motivated and initiative-taker
• Microsoft desktop products
• CRM tools, preferably Salesforce
• Understanding of enterprise application environments

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