Head of Customer Support (m/f/d)

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