Job Description
Support the digital transformation of the construction industry. Behind some of the world’s most iconic buildings stands Doka — a global market leader in formwork and scaffolding. From the Burj Khalifa to complex infrastructure projects like the Mumbai–Pune Expressway and Sydney Metro, Doka is known for technical innovation and solutions that make the impossible work. Doka’s future digital ambitions involve modernizing how the world builds by digitalizing the end-to-end formwork process. Doka’s SaaS portfolio brings together engineering, planning, logistics, material management, and onsite operations in one integrated digital ecosystem.
As a Senior Customer Support Manager for Digital Products, you will take ownership of building the global support structures that underpin our digital ecosystem. You will define support models, implement tools and processes, and shape both central and decentral teams to ensure a customer experience across markets.
What You'll Do – Your Responsibilities
Design and implement the global customer support strategy for the digital product portfolio in a newly formed organization
Build scalable support structures across central and decentral units, ensuring clarity of roles, responsibilities, and escalation paths
Develop the operational foundations for customer onboarding, enablement, training, and ongoing support optimized for self-service
Continuously evaluate how artificial intelligence can improve the customer experience
Define and roll out support processes and documentation standards to ensure consistent customer experience worldwide
Select, implement, and manage tools and systems (e.g., ticketing, knowledge base, self-service portals)
Partner with regional markets to establish localized support capabilities and harmonize best practices
Collaborate closely with Product Management to channel customer feedback into the product development process across Salesforce and our SaaS products
Develop KPI frameworks to measure relevant success metrics (e.g., CSAT/NPS, first response time, time to resolution, ticket volume, automatization rate, ...)
Recruit, lead, and develop team members as the organization scales
Qualifications
5+ years of experience in building customer support operations or service design in a SaaS or digital product environment (tech industry)
Proven experience building or scaling customer support processes and structures across multiple regions
Strong operational mindset with the ability to design processes, implement tools, and drive scalable solutions
Analytical mindset, familiar with product analytics tools is a strong plus
Skilled in cross-functional collaboration and stakeholder alignment across central and decentral organizations
Ability to understand digital customer journeys and translate them into structured service workflows
Hands on mentality, "that doesn't work" is not part of your mindset and you thrive when you can build something from 0 to 1
Having been part of a rapidly growing company and fast work environment is a plus
Experience in construction tech, logistics, or industrial SaaS is a plus
Excellent communication, facilitation, and relationship-building skills
Fluent in German and English
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