Customer Support Manager (CSM)
We are looking for a Customer Support Manager (CSM) to lead and continuously improve our Customer Support organization.
In this role, you will act as a servant leader and coach, helping the team deliver high-quality support services while optimizing processes, tools, and collaboration with stakeholders.
Customer Support Manager (CSM)
We are looking for a Customer Support Manager (CSM) to lead and continuously improve our Customer Support organization.
In this role, you will act as a servant leader and coach, helping the team deliver high-quality support services while optimizing processes, tools, and collaboration with stakeholders.
Tasks
The Customer Support Manager plays a key role in ensuring that customer needs are addressed effectively — whether through ticket resolution, training, information sharing, or operational support — while fostering a culture of continuous improvement and operational excellence.
- Take overall responsibility for the Customer Support organization and ensure efficient and reliable service delivery.
- Implement and promote Kanban, Flow, and Built-in-Quality practices to improve transparency, collaboration, and delivery performance.
- Foster a culture of continuous improvement, leveraging modern technologies and automation to enhance team performance.
- Act as the main interface between the Customer Support team and internal stakeholders, including product management, development teams, and account management.
- Define, track, and communicate Key Performance Indicators (KPIs) to measure team performance and service quality.
- Support the professional development of team members through coaching and knowledge sharing.
Behind the scenes
Benefits
Special deals with selected partners
Employee events
Hybrid working possible
Flexible working hours
Mentoring
Special deals with selected partners , Employee events, Hybrid working possible, Flexible working hours, Mentoring
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Systems, Business Administration, or a related field.
- 5+ years of professional experience in Customer Support, Service Delivery, IT Operations, or a similar environment.
- 2+ years of experience in a leadership, coordination, or team facilitation role.
- Strong understanding of Agile and Lean methodologies, particularly Kanban and Flow-based work management.
- Experience improving customer support processes and service delivery performance.
- Experience defining and tracking KPIs and operational metrics.
- Familiarity with ticketing systems and collaboration tools such as Jira and Confluence.
- Experience promoting automation, process optimization, and knowledge management.
- Excellent written and verbal communication skills in English.
Company
About Lufthansa Industry Solutions Sh.p.k.
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