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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in building high-performing support teams and implementing automation and process improvements to enhance operational efficiency. Proficient in analyzing data to drive decisions and track key performance indicators in a SaaS or enterprise technology environment.
Highest-signal resume keywords
Digital TransformationProcess ExcellenceCustomer Support OperationsAutomation ImplementationKPI Tracking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisProcess ImprovementAI-Enabled SupportSelf-Service PortalsScalable Systems DevelopmentTicket Data AnalysisKPI DefinitionChange ManagementIncident ManagementPerformance Review Leadership
Soft Skills
LeadershipStakeholder ManagementAnalytical MindsetPragmatic Working StyleCollaboration
Industry Keywords
SaaSEnterprise TechnologyB2BIT-TransformationHigh-Growth Tech Scale-Ups
About the role
Key responsibilities & impact- Build and develop a high-performing global Support team
- Redesign processes, implement automation, and build scalable systems
- Reduce repetitive tickets through documentation, AI support assistance, and self-service
- Analyze ticket data, identify recurring drivers, and drive improvements with Product, Delivery, and Engineering
- Define and track KPIs including MTTR, CSAT, deflection, backlog, and SLA compliance
- Lead weekly performance reviews
- Collaborate with Customer Success, Delivery, Product Management, Development, and platform teams
- Lead major incidents and change processes
- Embed retrospectives, feedback loops, and measurable experiments
- Establish scalable Support operations and continuous improvement across the organization
Requirements
What you’ll need- 7+ years’ experience in Digital Transformation, Process Excellence, or Customer / Support Operations, ideally in SaaS or enterprise technology
- Background in strategic consulting roles focused on (Digital) Transformation
- Ideally from leading IT-transformation consultancies or high-growth tech scale-ups, ideally B2B, such as Celonis
- Proven success implementing automation, AI-enabled support, self-service portals, and process improvements
- Analytical mindset: use data to diagnose, prioritise, and drive decisions
- Excellent leadership and stakeholder-management skills
- Hands-on, pragmatic working style
- Passion for operational excellence, sustainability, and creating meaningful global impact