Customer Support Lead

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 have:

• 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

Salary

• Salary starts from 3000 to 4500 gross/per month
• The final offer will depend on the level of competencies and experience

Perks & Benefits:

• Private health insurance (after probation period)
• One fully compensated volunteering day per year
• Employee referral program
• Pension scheme
• Team building budget