Support Systems Lead (in Support Operations) (F/M/X)

ablefy; Berlin; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

30 vacation days

€1,500 training budget

BVG ticket

Employee discounts

Company pension with match

Zusammenfassung

Ablefy, Berlin-based AI-first platform for coaches and creators, seeks an AI solutions specialist to own automation across product configuration, payments, accounting and integrations. You will start in core support and grow with the unit, leading a small team as volume increases.

You will build and monitor workflows, instrument metrics, and report on automation coverage and deflection. German (C2) and English fluency are required, with hands-on delivery in service operations.

Qualifikationen

• Hands-on automation delivery across workflows, integrations and APIs.
• Defines metrics, instruments them, and uses results to guide what to build next.
• Owns sequencing and delivery across others' work, with accountability for outputs.
• Keeps multiple parallel workstreams visible and moving.
• Background in support or service operations to understand queue costs.
• Fluent German (C2) and fluent English are required.

Aufgaben

• Own the combined automation and knowledge backlog: sequence, prioritisation by expected hours saved, and delivery against it.
• Build automation and integrations directly, approximately half of the role.
• Own monitoring of production flows and act as first responder when they break.
• Own measurement: automation coverage, deflection rate, auto-resolution share, knowledge performance.
• Represent the unit toward RevOps for Salesforce configuration, toward Product for API and access requirements, and toward Finance and Legal on process questions that touch automation.
• Lead a small team, currently two people, growing as the unit absorbs volume from Core Support.

Kenntnisse

Automation delivery

Analytical discipline

Delivery ownership

Structured working method

Support operations background

German (C2) & English

Tools

Salesforce Service Cloud

n8n

Stripe

PayPal

Jobbeschreibung

At ablefy, we believe passion can turn into a career for anyone. With ablefy.io, we give coaches, consultants, creators, and entrepreneurs everything they need to build and sell digital products online — simply and efficiently. 70,000+ entrepreneurs already trust us to power their business.

Born in 2015, ablefy has grown into a true all-in-one solution — courses, memberships, payments, e-ticketing, and more. We take care of the hard stuff, so our users can focus on what truly matters: growing their business.

Today we're the #1 platform for coaches and creators in the DACH region — and we're not slowing down. That's where you come in.

Our mission; to build software that empowers everyone to start, run and grow a successful digital business - borderless, is supported by our high performance principles that are crucial to our success:

• Radical Collaboration
• Constructive confrontation
• Evolving expertise
• Empathetic leadership

Responsibilities

• Own the combined automation and knowledge backlog: sequence, prioritisation by expected hours saved, and delivery against it.
• Build automation and integrations directly, approximately half of the role.
• Own monitoring of production flows and act as first responder when they break.
• Own measurement: automation coverage, deflection rate, auto-resolution share, knowledge performance. Instrument it, report it, act on it.
• Hold the unit's workstreams in one view across a domain that spans the whole platform: product configuration, payments, accounting, integrations.
• Translate undocumented processes into written procedure and then into automated action, starting from zero where no documentation exists.
• Represent the unit toward RevOps for Salesforce configuration, toward Product for API and access requirements, and toward Finance and Legal on process questions that touch automation.
• Lead a small team, currently two people, growing as the unit absorbs volume from Core Support.
• Start in core support case handling before taking the seat fully, in line with department principle. The AI solutions specialist in this unit came through support, and the knowledge side never fully detaches from case work. Nobody builds automation for a queue they have not worked.
• Still work cases and cover queues when the situation requires it, in line with how the department operates at every level.

Requirements

• Hands-on automation delivery: has built and operated real workflow automation, integrations and API-based flows, not only specified them.
• Analytical discipline: defines the metric, instruments it, and uses the result to decide what to build next. Comfortable owning coverage and deflection reporting.
• Delivery ownership across other people's work: sets sequence, tracks it, unblocks it, and is accountable for what ships.
• Structured working method under parallel workstreams: keeps several tracks visible and moving without losing either.
• Support or service operations background sufficient to understand what a case queue actually costs.
• German (C2 level) alongside fluent in English .

Nice-to-haves

• Knowledge base or help centre systems experience, including retrieval and content structure.
• Salesforce Service Cloud, n8n or comparable orchestration tooling.
• Payment provider integration experience with the likes of Stripe and PayPal.
• Paid time off – 30 vacation days.
• A personal training and development budget of €1,500 per year.
• Responsibility and trust from day one.
• Individual coaching and further training to support you in your development.
• A free BVG ticket.
• Employee discounts at numerous companies (e.g. at the gym or in online stores).
• Pension program with company match up to 30% of employee contributions.
• A culture of equity and inclusion where you are appreciated for the person you are.

Diversity & Inclusion

At ablefy, we embrace our differences, as they are our greatest strength. We recognize that everyone has a unique perspective based on their experiences, identities, and thought processes, and we strive to create an inclusive environment for all. Discrimination based on race, religion, color, national origin, gender identity or expression, sexual orientation, age, marital status, disability status, or any other aspect that makes you unique is not tolerated at ablefy. We aim to make growth accessible to everyone!

AI at ablefy

As an AI-first company, we put intelligent technology at the heart of everything we do. AI is part of how we build, learn, and grow together. It helps us work smarter, move faster, and focus on creating real impact. We believe the strongest results come from combining thoughtful technology with curious, driven people — and we’re excited to shape what’s next, together.