Regional Support Lead

Experis is a global leader in recruitment of specialists and management staff in key IT areas.

• 3+ years of leadership or coaching experience in support/operations teams, ideally in matrixed or multi-site environments.
• Strong command of support KPIs (CSAT, FRT, TTA, TTR, QA, KCS, productivity) with ability to influence performance; experience in B2B SaaS support preferred.
• Hands-on experience with WFM/scheduling tools like Assembled and accountability for coverage and shrinkage.
• Experience collaborating on hiring in competitive talent markets.
• Familiarity with Salesforce (Service/Omni), Assembled, JIRA, Slack, and Zoom.
• Ability to translate scorecard and operational data into clear reporting for frontline managers and executives.

• Own day-to-day inspection of the in-region team by monitoring Universal Scorecards, QA, productivity, and readiness; run local calibration; surface trends and risks; and feed insights back to Product Support Managers.
• Act as the local extension of global Product Support Managers, supporting team members on performance, coaching, and blockers while respecting review ownership.
• Partner with Talent Acquisition on regional hiring strategy, interview panels, employer branding, and headcount planning.
• Assist Support Operations and Support Managers with scheduling coordination and own regional coverage and availability outcomes.
• Serve as the local escalation point for customer escalations and internal blockers, routing issues to appropriate global owners.
• Lead or contribute to Support Operations initiatives and process improvements including UAT, tooling rollouts, reporting, and continuous improvement.
• Own local logistics, equipment/IT coordination, GDPR-aligned data handling, and regional business-continuity readiness.