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Shape the future of product support from the ground up Are you passionate about creating world-class customer support experiences and building scalable operations for a new product concept? Join FOSS as our new Product Support & Operations Manager and play a key role in building the global product support setup for a new product line. At FOSS, we are launching new product lines that will expand how we deliver value to our customers. As part of the Technical Product Management team, you will help establish and scale the support organization that ensures customer satisfaction, operational excellence, and continuous feedback into our product development. Build, operate, and improve global product support FOSS is a place where structured execution and innovation go hand in hand. You will join a collaborative environment where support operations, product development, and customer success are tightly connected. You will have the opportunity to shape a new global support setup and influence how we build scalable service excellence for future product lines. In the early rollout phase, you will take part in hands-on support activities to build deep product and customer insight. As adoption grows, you will transition into full ownership of a scalable 24/7 support operation. You will design and establish support models (in-house and/or partners), define workflows and escalation paths, and ensure the support organization is ready to scale. You will also play a central role in ensuring that troubleshooting knowledge, best practices, and customer learnings are captured and reused across the organization. Working within the TPM Knowledge Management framework, you will ensure that support knowledge is continuously updated based on real cases and product changes. Drive performance, enablement, and cross-functional collaboration You will define and own key support KPIs such as response time, resolution time, first-contact resolution, and customer satisfaction. A key part of the role is also training and enablement. You will develop onboarding and continuous training programs for support teams and external partners, ensuring they are equipped with the tools, knowledge, and real-case learning needed to deliver excellent customer support. You will act as an operational bridge between Product Management, Service, R&D, and other FOSS departments, ensuring that support insights and customer feedback are structured and delivered into the product lifecycle and go-to-market readiness. What you bring You bring a strong operational mindset, a structured and data-driven approach, and the ability to build support organizations that scale. Ideally, you bring: - MSc in Engineering, Operations Management, Business Administration, or equivalent practical experience.
- Additional training or certification in service management, support operations, or continuous improvement (e.g., ITIL, Lean, Six Sigma) is an advantage.
- Proven experience building call centers or product support organizations
- Fluency in English
- Strong communication skills and the ability to collaborate across departments and stakeholders
- A customer-focused mindset with a drive for continuous improvement
How to apply We’d love to hear from you if you are ready to build and scale a global product support organization that delivers real value to customers and strengthens our product success. Send your application via the link below. For questions, contact Joseph Vollmar josv@foss.dk FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including photo or age in your application. FOSS Today, more than 8 billion people around the world are dependent on nutritional food. Tons of food being produced in a million different ways and under varying conditions, creating challenges all the way from field to fork. One of them, obviously, being the effects it has on climate change. FOSS helps the world’s 100 biggest food companies and more than 40,000 others around the world navigate exactly that with intelligent, data-driven and innovative analytical solutions. We are making sustainability a better business and we’re doing so as global market leader in our field – improving food quality, minimizing food waste, ensuring food safety, and securing fair payment. Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,750 talented colleagues across 34 different countries.
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