Global Head of Support in an international health-tech company, Sensio
SENSIO MIDCO AS
Oslo
Fast
Fulltid
8 dager siden
About the companySensio is a Nordic leader in health care technology, solving today's and tomorrow's elderly care challenges for residents, patients, healthcare professionals, and society. We develop sensors, systems, and platforms that improve quality and efficiency in health care -- creating #MoreTimeForCare.With a strong market position in Scandinavia and Nordic Capital as our new owner, Sensio is now accelerating its European growth journey. Our ambition is to become a trusted transformation partner across Europe, helping health and care providers embrace digital solutions that free up valuable time for care. About the RoleAs Global Head of Support, you will be responsible for ensuring efficient and high-quality 24/7 customer service and customer technology operations across all products and markets. You will ensure overall service quality and efficiency through continuous improvement of underlying processes, leveraging product knowledge, industry best practices, and new opportunities presented through the use of AI. The role is key to supporting the company's rapid growth, entering new markets, and delivering innovation and expanded service offerings.This is a new role in the company that will be a part of a newly established department, led by the company's COO. The primary objective of the new department is to enable the company to scale efficiently and with quality in both new and existing markets. You will lead through a multi-local model, managing and developing local customer service leaders while ensuring strong collaboration and alignment across geographies. Key responsibilities Global standards & processesDefine global processes, service levels, and best practices for customer service across all marketsEnsure consistency in customer experience through standardized training, tools, and methodsEnsure that relevant monitoring tools are incorporated into daily customer service activities, ensuring that we work proactively to avoid downtime or alert the customer when there is a problem that they need to be aware of Customer satisfaction & performanceMonitor and oversee customer service performance through KPIs and customer satisfaction metricsDrive continuous improvement initiatives to enhance customer service quality, efficiency, and responsivenessImplement effective models for handling out-of-hours support, leveraging local teams where relevant Leadership & collaborationLead and develop a professional customer service function spanning across multiple countriesFoster a culture of collaboration and knowledge-sharing between local teamsAct as a key partner to local Project Delivery and Customer Success functions within the different countries to ensure a seamless customer experience What we are looking forProven experience from a senior customer service or service desk leadership role, ideally in a multi-site or international contextA genuine customer-centric mindset, driven by delivering excellent service and building strong, lasting relationships with our customersStrong track record of establishing and improving service standards, processes, and KPIsExcellent leadership, communication, and stakeholder management skillsStrategic and analytical mindset, combined with the ability to translate strategy into practical executionExperience with IT service management (ITSM) best practices is an advantageFluency in English, with working proficiency in one or more Scandinavian languagesOm bedriftenSektorPrivatNettsted