Customer Support Lead

About the role and team:

At Kongsberg NanoAvionics, we are continuously expanding our customer portfolio, operational missions, and service offerings. To support this growth, we are establishing a dedicated Customer Support function and are looking for a Customer Support Lead to help shape and drive it. You will join the Subsystems & Services Program Area and work closely with Project Managers, System Engineers, AIT specialists, Mission Control teams, and customers across the globe. This role offers a unique opportunity to build support processes, improve service delivery, and become the central point of coordination between customers and internal teams. As Customer Support Lead, you will play a key role in ensuring high-quality customer experience, effective incident management, SLA compliance, and support service scalability as NanoAvionics continues to grow.

As Customer Support Lead, you will:

Define, implement and own the Customer Support function at NanoAvionics Act as the primary point of contact for customer support activities Manage customer incidents, requests, escalations and SLA commitments Coordinate support activities and ongoing requests across multiple technical and project teams Help to define and track customer service delivery KPIs and regularly report on customer support activities Improve customer support processes, tools and general customer experience Build a scalable customer support model that aligns with future business growth

We expect you to:

3+ years of experience in customer support, service delivery, technical support, operations, project management, or similar customer–facing roles Experience coordinating activities across multiple stakeholders and teams Strong understanding of incident management, ticketing systems and service management processes Has experience in defining new processes, structures or related organizational changes Experience managing customer SLAs and service contracts Ability to prioritize, organize and manage multiple tasks simultaneously Customer-oriented mindset with a strong sense of ownership and accountability Ability to work independently in a dynamic and fast-paced environment Strong collaboration, relationship-building and stakeholder management skills Excellent written and verbal communication skills in English

Perks that you will find:

Private health insurance (after probation period ) Quarterly budget for sports of your choice One fully compensated volunteering day per year Employee referral program 2 fully compensated sick leave days per year

Salary

3000-4500 €/mon. gross

The final offer will depend on the level of competencies and experience

Work place

Mokslininkų g. 2A, LT-08412 Vilnius Calculate your travel time to work

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