Head of Customer Support (m/f/d)

Codesphere; Karlsruhe; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

32 days vacation

Meal vouchers

Hybrid work setup

Bike lease

On-site gym access

Team events

Company pension

Public transport accessibility

Zusammenfassung

Codesphere, a German cloud sovereign provider, seeks Head of Customer Support to build the function from the ground up in Karlsruhe/Munich with hybrid work.

You will own strategy, tooling, and team; collaborate with Architects, Product, and Engineering to resolve issues and feed insights to roadmap; establish service levels and escalation paths.

Join a company scaling across Europe with strong government tenders, offering generous time off and benefits.

Qualifikationen

• 7+ years in technical support or customer success.
• At least 2 years in leadership or team lead roles.
• Experience building or scaling a support function.
• Great understanding of cloud infrastructure or SaaS platforms.
• Experience with support tooling like Zendesk or Jira Service Management.
• Fluent German and English.

Aufgaben

• Own the customer and partner support function—from strategy to day-to-day operations.
• Build and lead a growing support team with defined standards for quality, response times, and escalation paths.
• Define and implement service desk processes, SLA frameworks, and support tiers.
• Collaborate with Customer Solution Architects, Product, and Engineering to resolve complex issues and feed insights to the roadmap.
• Identify structural gaps and turn recurring issues into systematic fixes.
• Act as escalation point for critical support situations.

Kenntnisse

Leadership

Customer support strategy

Cross-functional collaboration

Cloud infrastructure knowledge

German & English fluency

People management

Tools

Zendesk

Jira Service Management

Jobbeschreibung

About Codesphere

Codesphere is a Virtual Cloud Provider from Germany building the future of sovereign cloud infrastructure. Our platform gives enterprises and governments full sovereignty without giving up modern cloud capability – a vision recently validated by a series of multi-million European government tenders.

Since our founding in Karlsruhe in 2020, we’ve expanded into an international team of 60+ experts. Based in Karlsruhe and Munich and backed by top-tier investors, we are chasing a bold vision.

We’re scaling fast and would love for you to join us and grow alongside us

About the role

As our Head of Customer Support, you won't just handle support. You'll build the function from the ground up: the processes, the tooling, the team, and the standard for how Codesphere supports the people building on our platform.

What you'll drive

• You own the customer and partner support function – from strategy and tooling to day-to-day operations

• You build and lead a growing support team, setting standards for quality, response times, and escalation paths

• You define and implement service desk processes, SLA frameworks, and support tiers

• You work closely with Customer Solution Architects, Product, and Engineering to resolve complex issues and feed insights back into the roadmap

• You identify structural gaps and turn recurring issues into systematic fixes

• You act as the escalation point for critical support situations – calm, decisive, and solution-oriented

What makes you a great fit

• 7+ years of experience in technical support or customer success, with at least 2 years in a leadership or team lead capacity

• Proven ability to build or scale a support function – you've designed processes, not just following them

• Solid understanding of cloud infrastructure or SaaS platforms

• Experience with support tooling and service desk frameworks (e.g. Zendesk, Jira Service Management, or similar)

• Strong communicator – able to manage escalations at senior level while keeping the team focused

• Fluent in German and English

• Based near Karlsruhe or Munich, comfortable with a hybrid setup

What's in it for you

• 32 days of paid time off – 30 regular vacation days plus Christmas Eve and New Year's Eve off

• Meal allowance – up to 15 digital vouchers per month, adding up to over €100 net for you

• Flexibility – hybrid work setup with mobile work options and flexibility around core hours

• Steep learning curve – fast-moving environment, real ownership, and a front-row seat to scaling a company

• Job-Rad – lease a bike through us, tax-free

• Gym access – stay active on site (Karlsruhe office only)

• Employee events – from team offsites to regular get-togethers

• Company pension scheme – company‑supported pension to set you up for later

• Great public transport links – both offices are within walking distance of tram and metro stops