Lead the global support team, implementing strategies to enhance operations and customer satisfaction while managing escalations and driving continuous improvement.
WoodWing helps brands, agencies, and publishers tell their stories. With our digital asset management and multi-channel content creation solutions, we enable improved efficiency, clearer workflows, and timely content delivery across marketing and audience channels. WoodWing’s products streamline the workflow of creating, managing, and distributing digital content across multiple platforms, with a strong focus on improving the efficiency and collaboration of teams. Our solutions are particularly popular in publishing environments but are also adopted by businesses across a wide range of industries for digital content management and multi-channel publishing.
The Global Customer Support Manager (GCSM) is responsible for the operational success and customer satisfaction of the WoodWing Global Customer Support team that supports our solutions. The GCSM helps define the support vision and strategy and executes these together with our global support colleagues. The GCSM also leads the EMEA team directly, while the regional support leaders for APAC and NAM report into this position. The GCSM is a point of assistance, escalation, and leadership in the day-to-day functions of the support teams.
Develop and implement the global Support vision, strategy and goals aligned with company objectives.
Further build the global support team.
Oversee daily support operations, resource planning and workload to maintain service levels and ensure all cases are brought to a high-quality resolution.
Serve as the final support escalation point for critical customer issues, ensuring timely and effective resolution.
Manage support escalations with strategic Customers and Partners.
Funnel triaged bug reports and product feedback into the Product Readiness process.
Report team performance and feedback on ways that team performance, efficiency and morale can be improved to leadership.
Provide professional guidance and mentorship for direct reports.
Strong experience leading international support teams (10+ years).
Proven ability to set up, monitor, and optimize global customer support processes.
Affinity with cloud-based SaaS solutions and modern technologies (for example, AWS environments).
Experience with service management, monitoring, and reporting tools.
A customer-focused, analytical mindset—you excel at escalation management, quality assurance, and continuous process improvement.
Experience working in a DevOps or product-driven organization is a plus.
colleagues with deep expertise and passion for their work;
a role in which you can truly continue to grow;
exposure to modern technology and a cloud-first environment;
flexible remote or hybrid work options;
a collaborative, international company culture;
a competitive salary and attractive benefits package.
Join WoodWing as our Global Customer Support Manager and play a key role in the success of our customers worldwide. Build a scalable, high-quality support organization and make an impact on a global level!
WoodWing builds powerful technology solutions for content management and publishing, enabling organizations to streamline their workflows and improve collaboration. Our products, including digital asset management and multi-channel content creation tools, cater to brands, agencies, and publishers, helping them efficiently tell their stories across diverse platforms. With a strong foundation in cloud infrastructure, we support organizations in managing their digital content and workflows effectively, making us a go-to partner in the creative industry.
Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.
Customer Support Manager Q&A's