# Christoph Edler von Lerch

Christoph Edler von Lerch is a remote worker on Himalayas, Head of Customer Support at netcup, based in Austria.

Source: https://himalayas.app/@christophedlervonler

```text
Customer support leader at netcup transforming global service with AI, tripling daily ticket capacity without proportional headcount growth.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Austria |
| Authorized to work in | Austria |
| Salary expectations | 110k+ EUR |
| Job categories | Customer Operations Lead, Program Manager, Operations Manager |
| Skills | Customer Operations Strategy, AI Driven Transformation, Customer Experience Strategy, Business Process Optimization, Operational Excellence, Service Delivery, Quality Assurance, KPI Architecture, Performance Analytics, Data Driven Decision Making, Change Management, Organisational Design, Program Management, Project Management, International Team Leadership |
| LinkedIn | https://linkedin.com/in/cvlerch |

## About

```text
At netcup, I’m leading an end-to-end AI transformation of a global customer support organisation. By redesigning workflows, tooling and staffing models around AI-augmented service delivery, I tripled daily capacity from about 200 to 600+ tickets without proportional headcount growth.

I rebuilt netcup’s customer interaction model and introduced structured quality assurance, KPI-driven management and Atlassian and eazyBI reporting. Previously, at Amazon, I launched customer support operations in three additional countries and built Germany’s first financial operations vendor support team, reaching full KPI adherence within three months.
```

## Experience

### Head of Customer Support (current)

netcup. Dec 2021 - Present

```text
Leading an end-to-end AI transformation of a global customer support organisation, tripling daily ticket capacity from about 200 to 600+ without proportional headcount growth. Redesigned customer interaction models, introduced QA frameworks, and implemented KPI-driven management.
```

Skills: AI-Transformation, Customer-Support, Quality-Assurance, KPI-Management, Atlassian, EazyBI, Data-Driven-Decision-Making, Process-Optimization

### Program Manager

[Amazon](https://himalayas.app/companies/amazon). Jan 2019 - Dec 2021

```text
Launched customer support operations in three additional countries and designed company-wide business reporting infrastructure. Led end-to-end programmes to prevent senior-executive escalations and owned launch readiness across multiple initiatives.
```

Skills: Program-Management, Business-Reporting, Data-Mining, Agile, Project-Governance, Mentorship, Launch-Readiness

### Supervisor, FinOps Vendor Support

[Amazon](https://himalayas.app/companies/amazon). Feb 2017 - Jan 2019

```text
Launched Germany's first financial operations vendor support team, reaching full KPI adherence within three months. Built operational processes, staffing structures, and a centralised knowledge management system, and established one of Germany's first fully virtual support teams.
```

Skills: Team-Building, KPI-Management, Process-Design, Quality-Assurance, Knowledge-Management, Virtual-Team-Leadership

### Team Leader / Project Manager

[eHealth Technologies](https://himalayas.app/companies/ehealth-technologies). Jan 2011 - Jan 2017

```text
Raised daily processing throughput from about 300 to 200,000 pages through workflow redesign and technology adoption. Scaled the department from 5 to 22 employees and built a records-indexing department from the ground up.
```

Skills: Workflow-Redesign, Process-Improvement, Team-Scaling, Recruitment, Training-Needs-Analysis, KPI-development

### Senior Case Manager

MEDEX Global Solutions. Apr 2006 - Aug 2010

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Managed complex medical and security evacuation operations from high-risk regions including Rwanda, Sudan, Iraq, and Afghanistan. Coordinated time-critical international assistance and led multicultural case-management teams.
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Skills: Case-Management, Crisis-Management, Logistics-Coordination, Team-Leadership, International-Operations

### Senior Night Auditor

[Marriott International](https://himalayas.app/companies/marriott-international). Apr 2004 - Apr 2006

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Ran overnight hotel operations including financial reconciliation, front desk, housekeeping coordination, and security oversight.
```

Skills: Financial-Reconciliations, Front-Desk-Operations, Housekeeping-Coordination, Security-Oversight

## Education

### University of Rochester

International Project Management, Project Management

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Completed International Project Management program at the University of Rochester (Online) in 2018.
```

### Webster University Vienna

Bachelor of Arts, International Business

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Bachelor of Arts in International Business from Webster University Vienna, completed in 1999.
```

## Tech stack

- Atlassian

To contact Christoph, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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