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Syncron
Syncron is a leading SaaS company with over 20 years of experience, specializing in aftermarket solutions. Our Service Lifecycle Management Platform offers domain-fit solutions for:
- Supply Chain optimization
- Pricing strategy
- Service Fulfillment (e.g. warranty management, field service management, service parts management, knowledge management)
Our company has a global presence with offices in US, UK, Germany, France, Italy, Japan, Poland, India and group headquarters in Sweden.
We build upon the belief that our greatest strength is our People. Our unique company culture has been appreciated by our Employees. With this we are winning the hearts and minds of world-leading organizations, such as JCB, Kubota, Electrolux, Toyota, Renault and Hitachi.
About the Role
As Vice President of Customer Support, you will define and execute Syncron's global customer support strategy, ensuring exceptional service delivery across our international customer base. You'll lead geographically distributed support teams, drive operational excellence, improve customer satisfaction, and work cross-functionally to continuously enhance the customer experience.
This is a highly visible leadership role requiring strong commercial awareness, operational expertise, and the ability to build high-performing teams within a fast-paced SaaS environment.
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What Would You Do?
- Define and execute the global Customer Support strategy aligned with Syncron's overall customer success objectives.
- Lead, coach, and develop regional Customer Support leaders and global technical support teams.
- Drive improvements across customer satisfaction (CSAT), Net Promoter Score (NPS), support SLAs, response times, resolution times, and customer retention.
- Establish scalable support processes, governance, and operational metrics to support continued company growth.
- Partner closely with Product Management, Engineering, Professional Services, Customer Success, and Sales to resolve customer issues and improve the overall customer experience.
- Act as the executive escalation point for strategic customer situations, ensuring timely resolution and strong executive communication.
Who You Are? / What We Expect:
- Significant leadership experience managing global Customer Support organisations within a SaaS or enterprise software business.
- Proven success leading large, distributed technical support teams across multiple regions and time zones.
- Strong understanding of enterprise SaaS applications, cloud technologies, APIs, integrations, and enterprise software support models.
- Demonstrated experience improving customer satisfaction, support operations, and service delivery performance.
- Experience working closely with Product and Engineering teams to influence product quality and customer outcomes.
- Strong executive communication skills with the ability to engage senior customer stakeholders and internal leadership.
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The Icing on the Cake:
- Experience supporting enterprise customers within Manufacturing, Supply Chain, Service Lifecycle Management, ERP, Asset Management, or Industrial Software.
- Knowledge of ITIL, customer support best practices, and enterprise support frameworks.
- Experience implementing AI-driven support technologies, automation, knowledge management platforms, and digital customer engagement strategies.
Unsure if you meet all the job requirements but passionate about the role? Apply anyway! Syncron values diversity and welcomes all Candidates, even those with non-traditional backgrounds. We believe in transferable skills and a shared passion for success!
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