Regional Support Lead (M/K)

Experis jest globalną firmą doradztwa personalnego, adresowaną do specjalistów i kadry zarządzającej w obszarze IT.

• At least 3 years leadership or coaching experience in support/operations teams, ideally in matrixed or multi-site environments
• Strong command of core support KPIs: CSAT, FRT, TTA, TTR, QA, KCS, productivity
• Experience in a B2B SaaS support environment preferred
• Hands-on experience with WFM/scheduling tools such as Assembled; accountability for coverage, availability, and shrinkage in real-time queue environments
• Experience partnering on hiring strategy and headcount planning in competitive talent markets
• Familiarity with Salesforce (Service/Omni), JIRA, Slack, and Zoom
• Ability to build and interpret operational dashboards and translate data into clear, action-oriented reporting

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