Customer Experience Manager

Customer Experience Manager
Porto
Oliveira do Douro, Porto, Portugal

What You'll Do

• Guide and mentor a team of technical specialists, fostering professional growth and a collaborative spirit.
• Ensure the timely and
  - quality resolution of complex customer issues through effective workload management and
  - on technical support.
• Partner with distributors and
  - level teams to deliver seamless case handling and exceptional customer experiences.
• Lead governance for advanced support, maintaining consistent processes, documentation, and traceability across regions.
• Collaborate with R&D and Product Development to resolve escalations and drive continuous improvements to products and processes.
• Lead governance for 2nd-level support and collaborate with 1st and 3rd level support teams to align processes, documentation standards, and traceability across all support levels.
• Develop and share technical documentation, training materials, and best practices that enhance global knowledge and capability.
• Ensure all support activities meet medical device quality and regulatory standards, contributing to ongoing compliance initiatives.

• Education in technology or equivalent practical experience required.
• Strong background in customer support, technical service, or engineering roles.
• Strong analytical,
  - solving, and documentation skills.
• Experience in a regulated environment (medical device or healthcare preferred).
• Excellent verbal and written communication skills in English.
• Demonstrated service mindset and
  - oriented thinking.
  
  

At Nox, you'll be part of a diverse,
- driven team improving health and quality of life through sleep. We offer a collaborative environment where your ideas matter and your expertise helps drive meaningful impact — one night's sleep at a time.