Head of Customer Support (m/f/d)

Job description

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 followed 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