Wolters Kluwer CP & ESG, Audit and Assurance is looking for an accomplished Customer Support Manager to lead technical support operations across EMEA, delivering world-world-class customer service. This role manages a multi-site team, coaches and develops staff, and ensures key KPI targets are met. The manager drives continuous improvement through effective policies, training, and support tools, while collaborating cross-functionally to maintain exceptional customer satisfaction and operational excellence.

Key Responsibilities

Leadership & Strategy:

• Define and execute the support strategy for EMEA, including partner oversight and alignment with global objectives.
• Lead and develop a high-performing technical support team through coaching, training, and engagement.
• Drive case deflection and real-time customer response initiatives using advanced digital technologies.

Operational Excellence:

• Oversee front-line support operations, senior leads, and partner networks to ensure timely resolution of incidents and requests in line with SLAs.
• Monitor and report on key performance metrics, operational trends, and customer insights to the Global Support Director.
• Implement and maintain support policies, procedures, and tools to uphold service quality.

Customer Experience & Escalation Management:

• Act as the primary escalation point for EMEA support issues, ensuring swift resolution and corrective actions.
• Champion a white-glove approach for gold-tier accounts, managing relationships and service reviews.
• Participate in client-facing events and conferences, representing the support function across EMEA.

Collaboration & Continuous Improvement

• Partner with regional leads in the US and APAC to share best practices and drive global service improvements.
• Support strategic initiatives and roadmap projects led by the Global Support Director.
• Enhance internal reporting, analytics, and productivity processes using tools like Power BI and Tableau.

Experience & Skills

Essential:

• Proven experience leading technical support teams and meeting SLA targets.
• Strong background in IT infrastructure: networks, security, databases, web servers, Windows OS.
• Demonstrated success in performance management and team development.
• Skilled in managing escalations and building relationships with blue-chip clients.
• Proficient in data analytics and reporting tools (e.g. Power BI, Tableau).
• Familiarity with AI technologies.

Desirable:

• Knowledge of IT security and cloud applications.
• Fluency in an additional European language (German or French).

Personal Attributes:

• Strong leadership and decision-making capabilities.
• Excellent communication and presentation skills.
• Strategic thinker with a passion for innovation and continuous improvement.
• Highly motivated, customer-focused, and relationship-driven.
• Able to think creatively and zoom out to see the bigger picture.

Qualifications:

• Bachelor’s degree preferred but not required.
• Minimum 5 years in a management role overseeing mid-to-large support teams.
• ITIL or equivalent Customer Support/Service Management certification preferred.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.