Company DescriptionDoka – an innovative and reliable partner in the construction industry. For over 150 years.As a leading provider of formwork and scaffolding solutions, we understand the challenges our customers face. Our more than 9,000 employees in 58 countries and 160 locations on 5 continents go the extra mile with passion and dedication. Various construction projects worldwide are proof of this. Realize your potential in a supportive, high-performance work environment that is focused on continuous growth. Let's shape the future together.We make it work.Job DescriptionSupport the digital transformation of the construction industry.Behind some of the world's most iconic buildings stands Doka — a global market leader in formwork and scaffolding. From the Burj Khalifa to complex infrastructure projects like the Mumbai–Pune Expressway and Sydney Metro, Doka is known for technical innovation and solutions that make the impossible work.The same level of ambition to enable customers to achieve the highest possible outcomes drives Doka's future digital ambitions. This is why Doka is modernizing how the world builds by digitalizing the end-to-end formwork process. Doka's SaaS portfolio brings together engineering, planning, logistics, material management, as well as onsite operations in one integrated digital ecosystem.As a Senior Customer Support Manager for Digital Products, you will take ownership of building the global support structures that underpin our digital ecosystem. You will define support models, implement tools and processes, and shape both central and decentral teams to ensure a customer experience across markets.What You'll Do – Your ResponsibilitiesDesign and implement the global customer support strategy for the digital product portfolio in a newly formed organizationBuild scalable support structures across central and decentral units, ensuring clarity of roles, responsibilities, and escalation pathsDevelop the operational foundations for customer onboarding, enablement, training, and ongoing support optimized for self-serviceContinuously evaluate how artificial intelligence can improve the customer experienceDefine and roll out support processes and documentation standards to ensure consistent customer experience worldwideSelect, implement, and manage tools and systems (e.g., ticketing, knowledge base, self-service portals)Partner with regional markets to establish localized support capabilities and harmonize best practicesCollaborate closely with Product Management to channel customer feedback into the product development process across Salesforce and our SaaS productsDevelop KPI frameworks to measure relevant success metrics (e.g. CSAT/NPS, first response time, time to resolution, ticket volume, automatization rate, …)Recruit, lead, and develop team members as the organization scalesQualifications5+ years of experience in building customer support operations or service design in a SaaS or digital product environment (tech industry)Proven experience building or scaling customer support processes and structures across multiple regionsStrong operational mindset with the ability to design processes, implement tools, and drive scalable solutionsAnalytical mindset, familiar with product analytics tools is a strong plusSkilled in cross-functional collaboration and stakeholder alignment across central and decentral organizationsAbility to understand digital customer journeys and translate them into structured service workflowsHands on mentality, "that doesn't work" is not part of your mindset and you thrive when you can build something from 0 to 1Having been part of a rapidly growing company and fast work environment is a plusExperience in construction tech, logistics, or industrial SaaS is a plusExcellent communication, facilitation, and relationship-building skillsFluent in German and English