Director – Head of Customer Support, Utility
EG A/S
Dato: for 12 timer siden
By: Århus, Region Midtjylland
Kontrakttype: Fuld tid
Ready to shape the future of support in a fast-paced software company where customer experience is at the heart of everything we do?
EG A/S is seeking a highly skilled, growth- and performance-oriented Director of Customer Support. Are you a visionary leader with a passion for operational and service excellence striving for an ambitious customer support vision? We are seeking a dynamic Director, Head of Support, to take charge of our support organization during a pivotal phase of growth. As our customer base expands and support volumes increase, we need a strategic leader who can turn growing backlogs into opportunities for innovation, scalability, and world-class service delivery.
For the ambitious candidate, this position offers the perfect challenge - an opportunity to make a significant impact while laying the foundation for a future career in EG.
The Role
Utility serves 150+ customers in the Nordics. You will be leading a unit of 30 professionals, spread across multiple Nordic locations. We serve Nordic Utility customers and their core systems with business impact and your leadership will drive profitability, transparency, and service excellence while ensuring exceptional customer engagement and satisfaction.
We expect you to contribute to the overall development of Customer Support capabilities across the company. You will play a key role in setting the Customer Support agenda within this functional area while collaborating closely with other functions of the business unit, leveraging your expertise to drive best practices and continuous improvement. EG offers a dynamic environment where transformation, leadership, and strategic execution are essential drivers.
Key Responsibilities
Your background can be varied, but to succeed in this role, we imagine you bring the following qualifications: A proven track record of leading and scaling high-performing customer support teams and demonstrated excellence in an international SaaS or tech company. Your experience reflects a deep understanding of customer needs, operational efficiency and the ability to drive strategic outcomes in a fast-paced global setting:
You are highly driven and motivated to succeed in organizational transformations, with a deep understanding of how to lead and drive change. With a strategic and operational mindset, you have a strong ability to maintain a holistic business overview while focusing on key objectives. You are passionate about structure and best practices, and you excel at optimizing processes and implementing efficiency improvements. You are a team player and contribute to a community of Customer Support leaders across business divisions while you collaborate closely with Head of Corporate PMO and peers on initiatives to drive performance and customer success.
Your agile thinking and team-oriented approach, combined with high integrity, make you a natural leader. Additionally, your excellent communication and facilitation skills enable you to engage effectively with stakeholders at all levels including client stakeholders at C-level.
What’s in it for you?
If you are passionate about Customer Support and have the experience and skills we are looking for, we would love to hear from you.
If you would like more information before you apply, please contact Senior Vice President
Bjarki Björnsson on mobile + 45 2069 9585. Please note that due to the summer holidays, Bjarki will not be available to answer questions until week 31. However, you are still very welcome to submit your CV and application in the meantime. All applications are handled confidentially.
At EG, we develop software for our customers so they can focus on their profession. Our industry-specific software is built by peers from the industry, and backed by the scale of EG for stability, innovation, and security. We are committed to advancing industries by tackling big challenges such as resource use, efficiency, and sustainability.
Join us in creating software that works for people, not software that makes people work.
Read more about EG.
Visit our career page, where you can watch two inspiring videos: one where four of our dedicated colleagues give you an insight into their work at EG, and another about how we make a difference.
EG A/S is seeking a highly skilled, growth- and performance-oriented Director of Customer Support. Are you a visionary leader with a passion for operational and service excellence striving for an ambitious customer support vision? We are seeking a dynamic Director, Head of Support, to take charge of our support organization during a pivotal phase of growth. As our customer base expands and support volumes increase, we need a strategic leader who can turn growing backlogs into opportunities for innovation, scalability, and world-class service delivery.
For the ambitious candidate, this position offers the perfect challenge - an opportunity to make a significant impact while laying the foundation for a future career in EG.
The Role
Utility serves 150+ customers in the Nordics. You will be leading a unit of 30 professionals, spread across multiple Nordic locations. We serve Nordic Utility customers and their core systems with business impact and your leadership will drive profitability, transparency, and service excellence while ensuring exceptional customer engagement and satisfaction.
We expect you to contribute to the overall development of Customer Support capabilities across the company. You will play a key role in setting the Customer Support agenda within this functional area while collaborating closely with other functions of the business unit, leveraging your expertise to drive best practices and continuous improvement. EG offers a dynamic environment where transformation, leadership, and strategic execution are essential drivers.
Key Responsibilities
- Profitability & Growth: Lead with a strong commercial mindset to ensure the support organization contributes meaningfully to Utility financial performance. Drive profitable execution of support initiatives aligned with strategic objectives, while developing and scaling service offerings that enhance revenue, customer retention, and lifetime value.
- Operational & Service Excellence: Oversee key metrics, including support budgets, cost efficiency, service levels and resource utilization to ensure the support organization operates efficiently and deliver strategic impact through AI focused knowledge management. Optimize resource allocation and implement scalable processes that align with business goals and deliver sustainable value to both customers and the company.
- Leadership & Team Development: Cultivate a motivating and learning-focused culture where employees thrive, continuously grow, and are empowered through accountability and data-driven decision-making.
- Customer Success & Growth: Strengthen client relationships and drive up Net Revenue Retention
- Standardization & Best Practices: Ensure methodologies, KPIs, and best practices are implemented to ensure service quality, consistency, and timely service delivery with high customer satisfaction.
Your background can be varied, but to succeed in this role, we imagine you bring the following qualifications: A proven track record of leading and scaling high-performing customer support teams and demonstrated excellence in an international SaaS or tech company. Your experience reflects a deep understanding of customer needs, operational efficiency and the ability to drive strategic outcomes in a fast-paced global setting:
- A data-driven performance mindset with strong execution skills and a bias for action in a target-driven environment.
- Strong commitment to delivering exceptional customer experiences and building trust-based relationships.
- The ability to perform under pressure and effectively navigate complex stakeholder dynamics.
- Strong leadership skills to foster a positive culture, drive professional development, and foster high team motivation.
- Knowledge of the Utility sector is a plus but not a requirement.
You are highly driven and motivated to succeed in organizational transformations, with a deep understanding of how to lead and drive change. With a strategic and operational mindset, you have a strong ability to maintain a holistic business overview while focusing on key objectives. You are passionate about structure and best practices, and you excel at optimizing processes and implementing efficiency improvements. You are a team player and contribute to a community of Customer Support leaders across business divisions while you collaborate closely with Head of Corporate PMO and peers on initiatives to drive performance and customer success.
Your agile thinking and team-oriented approach, combined with high integrity, make you a natural leader. Additionally, your excellent communication and facilitation skills enable you to engage effectively with stakeholders at all levels including client stakeholders at C-level.
What’s in it for you?
- A significant role in shaping the strategic direction of Customer Support for Utility and our 150+ customers across the Nordics
- A key leadership position in a high-growth company with a strong market presence.
- The opportunity to work with Utility customers across the Nordics
- Highly skilled and dedicated colleagues, fostering a collaborative and high-performance culture.
- Strong professional leadership peers, providing support and sparring at a high level.
- A fast-paced, dynamic environment where strategic thinking and execution go hand in hand.
- Competitive salary package aligned with market standards, reflecting your skills and contributions.
If you are passionate about Customer Support and have the experience and skills we are looking for, we would love to hear from you.
If you would like more information before you apply, please contact Senior Vice President
Bjarki Björnsson on mobile + 45 2069 9585. Please note that due to the summer holidays, Bjarki will not be available to answer questions until week 31. However, you are still very welcome to submit your CV and application in the meantime. All applications are handled confidentially.
At EG, we develop software for our customers so they can focus on their profession. Our industry-specific software is built by peers from the industry, and backed by the scale of EG for stability, innovation, and security. We are committed to advancing industries by tackling big challenges such as resource use, efficiency, and sustainability.
Join us in creating software that works for people, not software that makes people work.
Read more about EG.
Visit our career page, where you can watch two inspiring videos: one where four of our dedicated colleagues give you an insight into their work at EG, and another about how we make a difference.
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