Support Lead - German Speaking (f / m / d)

A vital part of the customer delivery and enablement process, the Support function aims to deliver quality, timely, and consistent customer service to HAWK:AI’s existing and future clients. The Support Lead will take over support responsibilities from the existing Solution Consulting team and build out the necessary processes, tooling, and personnel for a best-in-class customer support function. This team will drive success through a focus on positive customer experience and effective, responsive communication.

The HAWK:AI support function targets efficient customer enablement and issue resolution as our daily face to the customer. Whether addressing technical issues or requests for information, it’s about more than immediate service; it involves improving HAWK:AI’s service over time by building a knowledge base that helps customers effectively fight financial crime. Your role will also provide valuable input for product improvements to enhance delivery efficiency.

Your Responsibilities

• Establish the support function, developing processes and tooling based on lessons learned from the Solution Consulting team.
• Build and scale the support team by hiring necessary personnel.
• Monitor support channels (email, Slack, phone) to respond to client requests promptly.
• Prioritize support requests according to SLAs, ensuring issues are addressed based on severity and impact.
• Develop and expand support SLAs within the evolving contractual framework.
• Conduct first-line investigations into support requests to determine the best course of action.
• Triaging support requests and communicating with internal teams with detailed information for resolution.
• Provide clients with clear updates on support request statuses throughout the resolution process.
• Identify documentation gaps to reduce support overheads for common queries.
• Create and maintain a high-quality, visually consistent knowledge base and product documentation.
• Collaborate with Product Management to provide feedback on common issues and areas for improvement.

Your Profile

• 3-5 years of experience in customer-facing roles such as technical support or implementation.
• Prepared to take on line management responsibilities as the support team expands.
• Excellent communication and presentation skills in German and English; additional languages are a plus.
• Bachelor’s degree or equivalent experience in engineering, computer science, business informatics, information systems, or sciences.
• Strong technical and business knowledge combined.
• Quick thinker with analytical and problem-solving skills, with attention to detail.
• Effective interpersonal skills for technical, compliance, and business interactions.
• Experience with compliance, AML, or fraud is advantageous.
• Experience in technical documentation is a plus.

Why us?

• Join a well-funded startup recognized as one of the “World’s top 100 AI Fintechs” and “Top EU-startups to watch”.
• Work at the forefront of a high-tech startup utilizing Cloud technology, AI, and machine learning.
• Be part of a diverse, international team across Europe, the USA, and beyond.
• Enjoy a high degree of collaboration, ownership, and autonomy—your work matters!
• Contribute to fighting financial crime and preventing $1.6 trillion in money laundering annually.
• Work with a modern tech stack including Kafka, Elasticsearch, AWS, MongoDB, Kubernetes, ArgoCD, Java 11, Spring, Python, React, and more.
• We offer competitive remuneration and benefits.