Senior Customer Support Manager (m/w/d) – Digital Products

Support the digital transformation of the construction industry.

Behind some of the world’s most iconic buildings stands Doka — a global market leader in formwork and scaffolding. From the Burj Khalifa to complex infrastructure projects like the Mumbai–Pune Expressway and Sydney Metro, Doka is known for technical innovation and solutions that make the impossible work.

The same level of ambition to enable customers to achieve the highest possible outcomes drives Doka’s future digital ambitions. This is why Doka is modernizing how the world builds by digitalizing the end-to-end formwork process. Doka’s SaaS portfolio brings together engineering, planning, logistics, material management, as well as onsite operations in one integrated digital ecosystem.

As a Senior Customer Support Manager for Digital Products, you will take ownership of building the global support structures that underpin our digital ecosystem. You will define support models, implement tools and processes, and shape both central and decentral teams to ensure a customer experience across markets.

What You'll Do – Your Responsibilities

• Design and implement the global customer support strategy for the digital product portfolio in a newly formed organization
• Build scalable support structures across central and decentral units, ensuring clarity of roles, responsibilities, and escalation paths
• Develop the operational foundations for customer onboarding, enablement, training, and ongoing support optimized for self-service
• Continuously evaluate how artificial intelligence can improve the customer experience
• Define and roll out support processes and documentation standards to ensure consistent customer experience worldwide
• Select, implement, and manage tools and systems (e.g., ticketing, knowledge base, self-service portals)
• Partner with regional markets to establish localized support capabilities and harmonize best practices
• Collaborate closely with Product Management to channel customer feedback into the product development process across Salesforce and our SaaS products
• Develop KPI frameworks to measure relevant success metrics (e.g. CSAT/NPS, first response time, time to resolution, ticket volume, automatization rate, …)
• Recruit, lead, and develop team members as the organization scales