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

Doka – an innovative and reliable partner in the construction industry. For over 150 years. As a leading provider of formwork and scaffolding solutions, we understand the challenges our customers face. Our more than 9,000 employees in 58 countries and 160 locations on 5 continents go the extra mile with passion and dedication. Various construction projects worldwide are proof of this. Realize your potential in a supportive, high-performance work environment that is focused on continuous growth. Let's shape the future together. We make it work. 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 • 5+ years of experience in building customer support operations or service design in a SaaS or digital product environment (tech industry) • Proven experience building or scaling customer support processes and structures across multiple regions • Strong operational mindset with the ability to design processes, implement tools, and drive scalable solutions • Analytical mindset, familiar with product analytics tools is a strong plus • Skilled in cross-functional collaboration and stakeholder alignment across central and decentral organizations • Ability to understand digital customer journeys and translate them into structured service workflows • Hands on mentality, „that doesn’t work“ is not part of your mindset and you thrive when you can build something from 0 to 1 • Having been part of a rapidly growing company and fast work environment is a plus • Experience in construction tech, logistics, or industrial SaaS is a plus • Excellent communication, facilitation, and relationship-building skills • Fluent in German and English Why Join Us – What We Offer • Strategic leadership role in shaping global customer support for Doka’s digital ecosystem • Opportunity to define how our digital products reach and support customers, users and markets globally • Modern work culture with empowered product teams and clear customer focus • Possibility to work from 3 different offices across Austria (Vienna, Linz, Amstetten), combined with an international work environment (60 countries) and flat hierarchies (minimum 1-2 days per week Amstetten office) • Personal development and career growth opportunities A salary in line with the market is offered for this position, which is based on the specific qualification and adequate professional experience. We are required by law to state a minimum salary. The minimum annual gross salary for this position is € 47.587,- according to the collective agreement (woodworking industry). Ready to help build something that lasts? Apply now and join us on our digital journey.