Customer Support Manager at Fidelity… · Brussels

Customer Support Manager Location: SRB BELG 136B FLR2 Are you curious, motivated, and forward‑thinking? At FIS you’ll work on meaningful challenges in financial services and technology, while leading a high‑impact support organization and shaping how we deliver value to our customers. About the role: The Customer Support Manager is responsible for leading, scaling, and continuously improving customer support operations across the assigned region. This role ensures high service quality, SLA compliance, operational readiness, and strong collaboration with internal stakeholders such as Product, Engineering, Professional Services, and Sales. The role blends people leadership, process ownership, and operational excellence, with accountability for customer satisfaction, efficiency, and risk management. What you will be doing: Lead, develop, and grow regional customer support teams, including team leads and senior support staff Own day‑to‑day support operations, including incidents, escalations, and major incident management Ensure consistent service delivery aligned with SLAs, OLAs, and customer commitments Drive and standardize support processes (incident, problem, change, knowledge management) Plan capacity and forecast demand based on customers, products, and releases Act as a senior escalation point and manage executive‑level communications when needed Partner closely with Product, Engineering, Professional Services, and Sales Use KPIs and operational insights to continuously improve quality, efficiency, and customer satisfaction What you bring: 7+ years of experience in customer support or service operations Proven people leadership experience in regional or multi‑country teams Strong understanding of ITIL‑aligned support processes (incident, problem, change) Experience managing escalations in complex or enterprise customer environments Strong analytical and reporting skills with a data‑driven mindset Excellent communication and stakeholder‑management skills Ability to balance operational detail with strategic thinking Added bonus if you have: ITIL certification (Foundation or higher) Experience supporting SaaS, fintech, or mission‑critical platforms Exposure to regulated or highly controlled environments Experience scaling or transforming support organizations Familiarity with common support and ticketing tools (e.g., ServiceNow, Zendesk, Jira) What we offer you: A work environment built on collaboration, flexibility and respect Competitive salary and attractive range of benefits designed to help support your lifestyle and wellbeing (including private healthcare, 27 days of vacation, work from home – 2 days a week, etc.) Varied and challenging work to help you grow your technical skillset Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice. Sourcing Model Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass