Head of Customer Support (f/m/d)

Head of Customer Support (f/m/d) - Munich

Orbem is an impact-driven deep-tech startup from Munich, Germany.

Key Details:

• Location: Munich (Hybrid)
• Start date: As soon as possible
• Yearly Salary: €100,000 - €110,000 (fixed range, annual gross)
• Equity: €80,000 - €120,000 in company shares
• Additional Benefits: Up to €5,000 annually
• Work Model: Full-time, hybrid
• Travel: Up to 20% of the time to customer locations

Your Role & Day-to-Day

As Head of Customer Support, you will:

• Lead, inspire, and develop a high-performing technical customer support team dedicated to exceptional service.
• Establish and expand a global support organization across various geographies and product lines.
• Strive to exceed customer expectations by deeply understanding their needs and challenges.
• Collaborate extensively with departments such as Software Development, Field Operations, Business Development, Operational Excellence, Business Intelligence, and Customer Success to ensure seamless service delivery.
• Act as the bridge between cutting-edge technology and customer satisfaction.
• Coordinate with suppliers to enhance service offerings and resolve issues.
• Diagnose and thoroughly understand customer problems and pain points, ensuring effective resolutions through collaboration with both internal and external stakeholders.
• Analyze processes and implement continuous optimizations to improve efficiency and effectiveness.
• Ensure the support organisation is driven to finding and centrally documenting efficient solutions to customer issues.
• Develop a competitive edge through rapid and high-quality support solutions.
• Establish transparency and accountability through detailed reporting and KPI tracking.
• Develop training programs to ensure team readiness and skill enhancement.

Your Profile: Values, Experience & Skills

Alignment with Our Values

We are looking for someone who embodies our values:

• We own every challenge: You enjoy complexity and thrive under uncertainty.
• We strive for better: You seize any opportunity for growth, challenge the status quo, and are constantly learning and improving.
• We imagine new frontiers: You think beyond 'doable' and 'reasonable', designing a sustainable and healthy future together.

Essential Experience & Skills

• 8+ years of experience in technical customer support or related fields.
• Demonstrated success in building and leading high-performance teams.
• Solid background in technical (software and hardware) environments.
• Experience with B2B customer dynamics.
• Proficiency in data-driven decision-making and reporting.
• Proven track record of establishing and leading global customer support organizations.
• Skilled in managing multi-layered support structures and suppliers.
• Familiarity with customer support tools (e.g., Freshdesk, Zendesk, Salesforce).
• Experience managing outsourcing support providers.
• Exceptional communication and people management skills.
• Ability to leverage best practices and benchmark against industry leaders.
• Experience in crisis management and customer service automation.

What Makes You Stand Out

• In-depth experience in deep-tech and scale-up environments.
• Genuine customer-centric mindset.
• Demonstrated ability to scale operations efficiently.
• Experience with automation technologies or MRI equipment.
• Ability to drive a strategic vision for customer support.

What We Offer

We provide an international environment and an attractive package, including:

• Share in Our Success: Stock Options.
• Smooth Transition: Visa & Relocation Support for your move to Germany.
• Growth Opportunities: €1,750 annual budget for Learning & Development.
• Wellbeing: Fitness Membership (Urban Sports Club or Wellpass) and Childcare Reimbursement.
• Convenience: Deutschland Ticket (full public transportation coverage).

Excellent Work-Life Integration

• Flexibility: Flexible Hours & Home Office options.
• Home Office Setup: €185 WFH allowance + an external monitor.
• Time Off: 30 Days Paid Leave + Personal Leave.
• Global Work: Work from anywhere for up to 60 days per year.

Join Orbem and make a difference at an impact-driven deep-tech startup!