Global Manager of Customer Support (f/m/d)

Your opportunity:
Ready for your next big ride? As our Global Manager of Customer Support you will act as an inspirational people leader and strategic architect—empowering a passionate, global team to reach their full potential, professionalizing our processes, and modernizing our tech stack. You will design and execute an omni-channel support strategy across a decentralized footprint, ensuring seamless brand alignment and service excellence between our European hub and dedicated US team.

Your Responsibilities

• Define and harmonize theglobal customer support strategy across Europe and North America.
• Manage customer touchpoints for both D2C online shoppers and our Specialized Dealer Network (B2B).
• Lead and mentora growing, passionate team, focusing on upskilling and building a high-performing culture.
• Implement clear KPIs, robust quality assurance (QA) standards, and defined career pathways.
• Evaluate and optimize a unified CX toolset, incorporating AI-driven automation, omni-channel telephony, and CRM integrations.
• Bridge digital support with physical product realities, including global standards for warranties, spare parts, and technical support.
• Translate global customer support data (CSAT and NPS) into actionable insights for Product Development, Quality, and Operations teams.
  
  

Who are you:

• You bring 7+ Years of CX Leadershipexperience with a proven track record of heading customer experience and support teams at a senior level.
• You have experience operating within premiumD2C, consumer goods, or outdoor durable industries.
• You have experience in managing decentralized teams, specificallybridging European (Austria) and USoperations.
• You are skilled at establishing unifiedglobal support structureswhile respecting regional market nuances.
• You are passionate about scaling teams by implementing structured frameworks, QA programs, and standard operating procedures (SOPs).
• You possess the experience or a clear vision for how to integrate and leverage new technologies and systems within the CX area.
• You are fully proficient inEnglish, German would be an advantage.
  
  

Who we are

Our sustainable and lightweight bikes have won awards and created a loyal customer base all over the world!  We are an international, multicultural team with more than15 nationalities. With over 170 employees it can be difficultto maintain thestartup atmosphere, so weplace a lot of emphasis on afriendly working atmosphere andextensive onboarding.

For this position, we offer you agross monthly salary starting at EUR 5.000 on a full-time basis. Of course, we take into account your individual qualifications and experience and are willing to pay anappropriate overpayment. We will be happy to discuss details in person.

We focus on diversity and celebrate it. Equal opportunities for everyone and an anti-discriminatory personnel policy are particularly important to us.