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 the global customer support strategy across Europe and North America.
• Manage customer touchpoints for both D2C online shoppers and our Specialized Dealer Network ( B2B ).
• Lead and mentor a 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 Leadership experience with a proven track record of heading customer experience and support teams at a senior level.
• You have experience operating within premium D2C, consumer goods, or outdoor durable industries.
• You have experience in managing decentralized teams, specifically bridging European (Austria) and US operations.
• You are skilled at establishing unified global support structures while 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 in English , 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 than 15 nationalities . With over 170 employees it can be difficult to maintain the startup atmosphere , so we place a lot of emphasis on a friendly working atmosphere and extensive onboarding .

For this position, we offer you a gross 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 an appropriate 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.