Head of Customer Servies | SaaS | Up to €150k

TL;DR:

Where? Munich-based (Hybrid)

Salary: €120-150k

Domain: Construction SaaS tooling

Greenfield leadership role at group level. A profitable buy-and-build group of 8 B2B software companies is consolidating support into one central, modern organization - and you're the one building it. Report directly to the Group COO, own the function end-to‑to end, and modernize an industry that's 10+ years behind SaaS best practice.

The company A profitable, growing buy‑and‑build software group serving the construction & engineering industry. Strong domain expertise in‑house, real appetite for change at C‑level, and an AI‑first attitude that's rare in this space - every employee works with AI tools daily, and leadership actively experiments with agents.

What you'll own

• Building the central support org from scratch: team structure, ticket taxonomy, SLAs, escalation paths across products
• Knowledge base, routing, macros, reporting - plus AI deflection and self‑service where it moves the numbers
• Managing by metrics: FRT, resolution time, CSAT, deflection rate, cost per ticket
• Cross‑skilling teams across products and shifting capacity where it's needed
• Product feedback loops toward the product teams

You'll fit if you have

• A track record as a numbers‑driven support leader in B2B SaaS/cloud
• Experience with complex support setups — multiple products, modules, teams, or segments
• Hands‑on drive to build modern, AI‑supported support processes (not just approve them)
• Player‑coach leadership — you build structures yourself, not just manage a layer
• Business‑fluent German

Nice to have (but not necessary): construction/AEC exposure · Zendesk & Salesforce · support consolidation or post‑merger experience

Not for you if you expect ready‑made processes, see support as purely reactive, or see automation as a threat.

The deal: full ownership of a group‑level function, direct line to an experienced SaaS COO, Zendesk foundation already rolled out, hybrid (1–2 days on site, central Munich office in the works), fast 3‑stage process.