Head of Customer Support

**Head of Customer Support **(f/m/d)** We are seeking an experienced individual to step into the role of Head of Customer Support. This role is a part of the Services Delivery & Solutions team at Wire and involves both management as well as direct customer-facing support and problem-solving. Wire is bringing a cutting-edge secure communications solution to the marketplace and as our business grows we are expanding and refining our customer lifecycle support. **WHO WE ARE** Join Wire, the leading end-to-end encrypted communication platform revolutionising secure collaboration for businesses, critical infrastructure, and governments. We prioritize privacy as a fundamental right, providing organizations across industries with the most secure communication experience possible. Our cutting-edge encryption technology and robust security measures have made us a trusted partner in the technology, finance, healthcare, and government sectors. If you're driven by the mission to redefine secure communication and want to be part of an innovative and dynamic team, join us at Wire. Together, we'll build a world where privacy and security are the foundation of modern communication. **GENERAL INFORMATION** - Employment Type: Permanent - Role: Head of Customer Support - Previous working experience: 10+ years - Working hours: 40hrs/week - Working Location: Remote/Berlin - Reports to: VP, Services Delivery & Solutions - Desired start date: As soon as possible **YOUR CHALLENGE AT WIRE** If you have a passion for leading teams, building and optimizing processes, and driving customer satisfaction then Wire wants to hear from you. **RESPONSIBILITIES** - Manage the Customer Support Team: - Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams Refine and implement new support processes for efficient resolution and satisfactory customer outcomes- Technical Leadership: - Utilize your knowledge and experience to provide technical expertise and guidance to the support team. Act as a bridge between support and development teams, ensuring seamless communication and collaboration. - Training and Development: - Facilitate training programs to keep the team's skills up-to-date. Encourage cross-functional training to enhance versatility among team members. - Metrics and Performance Measurement: - Establish and monitor key performance indicators (KPIs) for support and development activities. Analyze metrics regularly to identify areas for improvement and celebrate successes. - Client-Focused Approach: - Ensure the development team understands and incorporates the end-users' perspective, promoting a customer-centric mindset. Use customer feedback to drive improvements in support processes. - Insights and improvements - Channel learned insights from customers to Wire’s product organisation - Influence product improvements and roadmap alignment with customer needs and expectations. **QUALIFICATIONS** - Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience). - Full professional fluency in German and English languages - 10+ years of professional experience in customer support in the software industry - Experience building and leading support teams - Outcome-driven mindset with the persistence to resolve issues that require both focus and drive - Experience with Agile methodologies and continuous improvement processes. - Customer-focused mindset and commitment to delivering high-quality support services. - Solid understanding of software development methodologies (Agile, Scrum, etc.). - Excellent problem-solving skills with the ability to think critically and analytically. - Strong communication and interpersonal skills, with the ability to collaborate effectively across teams. **WHY WIRE?** - Join a market-proven (>1,000 customers) company and drive Wire to become the worldwide market leader. - We're not only developing the future of secured collaboration platforms but also investing in our development: Every new team member gets a yearly education budget granted and can benefit from a holistic cafeteria system to strengthen personal capabilities. - With an Urban Sports Club subscription, we will ensure that our employees stay balanced and mentally and physically healthy - We have a beautiful office in the heart of Berlin and offer our team a mix of working from anywhere vs. spending selected days together in our office to connect on a personal level - Enjoy fresh breakfast in the office, daily fruits, snacks, free soft drinks, and the world's best Barista coffee machine. - Wire is an equal opportunities employer and does not discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability or race. **CONTACT**: We look forward to hearing from you