Global Head of Support in an international health-tech company, Sensio

About the company

Sensio is a Nordic leader in health care technology, solving today’s and tomorrow’s elderly care challenges for residents, patients, healthcare professionals, and society. We develop sensors, systems, and platforms that improve quality and efficiency in health care – creating #MoreTimeForCare.

With a strong market position in Scandinavia and Nordic Capital as our new owner, Sensio is now accelerating its European growth journey. Our ambition is to become a trusted transformation partner across Europe, helping health and care providers embrace digital solutions that free up valuable time for care.

About the Role

As Global Head of Support, you will be responsible for ensuring efficient and high-quality 24/7 customer service and customer technology operations across all products and markets. You will ensure overall service quality and efficiency through continuous improvement of underlying processes, leveraging product knowledge, industry best practices, and new opportunities presented through the use of AI. The role is key to supporting the company’s rapid growth, entering new markets, and delivering innovation and expanded service offerings. 

This is a new role in the company that will be a part of a newly established department, led by the company's COO. The primary objective of the new department is to enable the company to scale efficiently and with quality in both new and existing markets. You will lead through a multi-local model, managing and developing local customer service leaders while ensuring strong collaboration and alignment across geographies. 

Key responsibilities

Global standards & processes

• Define global processes, service levels, and best practices for customer service across all markets

• Ensure consistency in customer experience through standardized training, tools, and methods

• Ensure that relevant monitoring tools are incorporated into daily customer service activities, ensuring that we work proactively to avoid downtime or alert the customer when there is a problem that they need to be aware of

Customer satisfaction & performance

• Monitor and oversee customer service performance through KPIs and customer satisfaction metrics

• Drive continuous improvement initiatives to enhance customer service quality, efficiency, and responsiveness

• Implement effective models for handling out-of-hours support, leveraging local teams where relevant

Leadership & collaboration

• Lead and develop a professional customer service function spanning across multiple countries

• Foster a culture of collaboration and knowledge-sharing between local teams

• Act as a key partner to local Project Delivery and Customer Success functions within the different countries to ensure a seamless customer experience

What we are looking for

• Proven experience from a senior customer service or service desk leadership role, ideally in a multi-site or international context

• A genuine customer-centric mindset, driven by delivering excellent service and building strong, lasting relationships with our customers

• Strong track record of establishing and improving service standards, processes, and KPIs

• Excellent leadership, communication, and stakeholder management skills

• Strategic and analytical mindset, combined with the ability to translate strategy into practical execution

• Experience with IT service management (ITSM) best practices is an advantage

• Fluency in English, with working proficiency in one or more Scandinavian languages