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Service Cloud & Support Process Lead (m/f/d)

  • Bucharest (RO)
  • Consulting
  • Customer service, hotline
  • Fulltime
  • Published: 2025-03-21
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Want to work in a culture built on mutual trust and respect? How about having the freedom to make work fit into your life (and not the other way round)? A career with Thinkproject could be just the opportunity you're looking for.

What do we do?
Thinkproject is a European market-leader in digitalisation tools for construction companies. It sounds complex, but we'll explain further! Construction companies used to use manual administration and physical paperwork for projects (sometimes hundreds of thousands of bits of paperwork for one project!). Using our construction intelligence solutions, businesses can go digital, which benefits everyone from the construction companies to the wider public. 
Our mission is to deliver digitalisation to make a safer, healthier and more sustainable AECO (Architecture, Engineering, Construction, Operations) industry. This is a really exciting time to join our company, since our founding in 2000 we have gone from strength-to-strength and have lots of exciting developments coming up soon that you could be a part of.

What your day will look like

As the Service Cloud & Support Process Lead, you will be at the forefront of optimising our global support operations by optimising Salesforce Service Cloud and driving operational excellence. You will work closely with local Support Managers, ensuring that support processes are standardised, effective, and aligned with business objectives. Your mission is to enhance support performance, customer satisfaction, and efficiency through data-driven insights and best-in-class service processes, without direct line management responsibilities.
  • Lead the optimisation of Salesforce Service Cloud: Oversee the end-to-end implementation/ optimisation of Salesforce Service Cloud and aligned with support processes, ensuring a seamless transition and adoption across all support teams.
  • Define and track Support KPIs: Establish, monitor, and continuously improve key performance indicators (KPIs) to measure and enhance support team performance globally.
  • Develop and optimise support processes: Design, document, and implement efficient support workflows, ensuring consistency and alignment with best practices.
  • Collaborate with local Support Managers: Work alongside regional support leaders to refine support strategies and tailor processes to regional needs while maintaining global standards.
  • Champion continuous improvement: Identify and drive process improvements, leveraging automation, AI-driven solutions, and analytics to enhance efficiency.
  • Act as a Service Cloud subject matter expert:  Provide guidance, training, and best practices to support teams, ensuring successful adoption and utilisation of the platform.
  • Support change management and stakeholder engagement: Communicate effectively with key stakeholders, ensuring smooth adoption of new tools and processes across the organisation.
  • Ensure data integrity and reporting: Maintain data accuracy in Service Cloud, developing insightful dashboards and reports to support data-driven decision-making.

What you need to fulfill the role

  • Fluent English Language skills are mandatory
  • Proven experience in Service Cloud implementation and support process optimisation in a SaaS or technology-driven environment.
  • Strong understanding of customer support operations, KPIs, and industry best practices.
  • Experience working with Salesforce Service Cloud, including configuration and optimisation.
  • Excellent analytical skills with a data-driven approach to decision-making.
  • Strong stakeholder management and communication skills, with the ability to collaborate across multiple international teams.
  • Experience in change management and training within a global organisation.
  • Ability to work independently and drive initiatives without direct managerial authority.
  • Familiarity with construction industry processes and terminology is a plus. 

What we offer

Lunch 'n' Learn Sessions I Women's Network I LGBTQIA+ Network I Coffee Chat Roulette I Free English Lessons I Thinkproject Academy I Social Events I Volunteering Activities I Open Forum with Leadership Team (Tp Café) I Hybrid working I Unlimited learning

We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.

Your contact:

Preethika Ramdass

Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.


Working at thinkproject.com - think career. think ahead.