Director, Customer Support EU

Building an AI‑first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function — to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve , must drive an AI first sense of purpose and urgency.

Clinisys has built an unrivalled reputation for deploying complex diagnostic networks and academic centres – and is the only provider to repetitively deliver to all disciplines end-to-end – at scale. Fostering healthier communities. 

Overview

We are seeking a Support Director to lead our customer support organisation across France, Belgium, Spain, and Germany. This role combines strategic leadership with hands‑on operational management to deliver excellent service, drive operational consistency, and ensure a high‑quality customer experience across all four regions. You will work closely with global Support, Product, Engineering, Customer Success and Professional Services, while also leading the adoption of modern, AI‑enabled support capabilities such as intelligent routing, automated summarisation, and predictive analytics.

Key Responsibilities

Leadership & People

• Lead and develop regional support teams across FR, BE, ES, and DE, building a culture of accountability, collaboration, and customer focus.

• Coach Support Managers and ensure consistent performance management, development, and succession planning.

• Promote cross‑regional alignment, best‑practice sharing, and operational consistency.

• Foster diversity, inclusion, and psychological safety.

Operational Excellence

• Oversee day‑to‑day support delivery, ensuring SLAs, KPIs, and contractual commitments are met.

• Improve response times, resolution times, backlog health, case deflection, and customer satisfaction.

• Establish standardised processes, workflows, and quality controls across regions.

• Manage major escalations and act as an executive point of contact for key European customers.

Customer Experience & Stakeholder Engagement

• Ensure a high‑quality, empathetic customer experience across all support teams.

• Collaborate with Product and Engineering on defect prioritisation, product improvements, and long‑term fixes informed by support insights.

• Work closely with Customer Success on escalations, retention, and proactive customer management.

• Participate in customer meetings, QBRs, and executive reviews.

AI‑Enabled Support Transformation

• Lead adoption of AI tools such as intelligent routing, automated summarisation, and AI‑assisted troubleshooting.

• Implement RAG‑based knowledge systems to deliver accurate, context‑aware answers.

• Use AI/ML insights for case pattern analysis, forecasting, proactive outreach, and operational analytics.

• Ensure safe, compliant, and responsible use of AI across European teams.

Strategic Leadership

• Translate global support strategy into a clear European execution plan.

• Support product launches and upgrades with readiness plans and updated knowledge bases.

• Drive continuous improvement and scalability initiatives.

• Partner with Support Operations on tooling, workflow enhancements, reporting, and training.

• Own regional operating plans including staffing, budgets, and performance metrics.

Required Experience

Technical and Professional

• 10+ years in customer/technical support or service operations; 5+ years leading multi‑country teams.

• Strong background in enterprise software support (healthcare, laboratory, or mission‑critical systems preferred).

• Experience with support tooling: ticketing systems, knowledge management, monitoring/observability, SLA dashboards, analytics.

• Proven track record in operational excellence and standardisation across regions.

AI/ML Skills

• Hands‑on experience with AI tools (e.g., Copilot, automated summarisation, natural‑language support bots).

• Understanding of RAG, vector search, embeddings, and knowledge‑base enrichment.

• Familiarity with ML‑driven analytics for case clustering, sentiment analysis, and early issue detection.

• Ability to evaluate AI vendors, ensure compliant deployment, and lead teams through AI‑driven transformation.

Leadership

• Strong people leader with experience growing high‑performing teams.

• Excellent communicator across customer, executive, and technical audiences.

• Collaborative and able to influence without direct authority.

• Calm under pressure; strong escalation and crisis‑management skills.

• Strategic mindset with consistent execution discipline.

Education

• Bachelor’s degree in Computer Science, Engineering, Business, or related field (required).

• Master’s degree preferred.

• ITIL, service‑management, or AI governance certifications are an advantage.

Success Measures

• Strong SLA/KPI achievement

• Reduced backlog and escalations

• Improved customer satisfaction/NPS

• Effective adoption of AI‑enabled workflows

• High engagement and retention across the region

Onboarding

As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.

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