Wolters Kluwer CP & ESG, Audit and Assurance is looking for an accomplished Customer Support Manager to lead technical support operations across EMEA, delivering 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.

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.

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.