Head of Customer Support

Join a fast-growing, investor-backed German software group bringing together four B2B SaaS businesses serving municipalities and public authorities. As the group continues to grow, they are looking for an experienced Head of Customer Support to unify and scale its service organisation, lead around 20 employees, and turn Customer Support into a stronger driver of revenue and customer satisfaction.

Location: Remote, with occasional business travel.

Your Impact

• Lead and develop service managers and support teams across four businesses.
• Build a unified, KPI-driven support organisation covering First to Third-Level Support.
• Drive service revenue by developing paid offerings, improving billing processes, and introducing premium support packages.
• Leverage AI, knowledge management, and customer satisfaction metrics to improve service quality and efficiency.

Requirements

• 8+ years of professional experience, including 3+ years leading B2B software service or support teams.
• Proven success in building or transforming service organisations and monetising service offerings.
• Strong analytical and commercial skills, experience with KPIs and ticketing systems (ideally Salesforce Service Cloud), and a hands-on leadership style.
• Fluent German and experience in a fast-paced, growth-oriented environment. Public-sector experience is not required.
• Real ownership: Shape the future of Customer Support across four businesses.
• Direct impact: Report directly to the CEO, with short decision-making paths.
• Room to grow: Play a key role in the group's continued growth and expansion.
• Flexibility: Work remotely, with occasional office visits.
• Attractive compensation: Competitive salary with a performance-based bonus.