Head of Global Customer Support

About the role

Unikie Marshalling is looking for an experienced Head of Global Customer Support to build and lead its customer support capability as its autonomous driving solutions move from pilots into production operations. This is a leadership and organization-building role: you will define how the company supports customers globally and build the people, processes and partnerships needed for reliable production support, combining Unikie's own capabilities with strategic partners, possibly including organizations with a global footprint in robotics and industrial automation support.

Key responsibilities

• Build and lead the global customer support organization and recruit, develop and lead an international team.
• Define the global support operating model, responsibilities and escalation paths.
• Establish and manage strategic global support partnerships.
• Own support performance, SLAs and critical customer escalations.
• Develop scalable incident management, monitoring and service processes.
• Work with customers, engineering and deployment teams to continuously improve service quality.

Required profile

• Proven experience leading global customer support, service or technical operations.
• Strong people leadership and line-management experience, with demonstrated experience building and scaling teams and organizations.
• Experience working across countries, cultures and time zones.
• Strong customer, stakeholder and partner-management skills.
• International travel is required; location is flexible within Europe.

Required skills

• Advantage: robotics, autonomous systems or industrial automation support.
• Advantage: automotive or industrial manufacturing environments, 24/7 or mission-critical operations, ITIL/ITSM and SLA-driven support organizations.
• Direct robotics experience is a plus; proven global operations leadership and customer support experience are the key requirements.