Head of Support

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Head of Support - IOT Start-up

Berlin

Solid Base Salary + Bonus

My client is an innovative IOT SaaS start-up in the telecommunications space and they are seeking a Head of Support to join their Berlin team. You will have a proven track record of growing a support team in a B2B tech company and will be keen to work in a progressive start-up environment.

Requirements:

- Degree (or equivalent) in a relevant technical subject.

- Strong technical background in a B2B technology environment; SaaS (software as a service), IOT (internet of things) or telecommunications.

- Proven track record of managing and scaling a support team.

- Ability to build strong relationships with internal departments.

Responsibilities:

- Build a 24/7 support team, that is multi-lingual, and able to support customers globally.

- Define strategy and implement best practice and process for the team.

- Own the escalation process.

- Constantly identify and implement improvements to the support system.

This is open to a technically minded support professional who is able to be hands-on with technology but also commercially savvy to improve customer experience. You will be used to managing teams and apt at scaling the team, to growth plan, in 2018.