Head of Support - SaaS (Construction Industry)

About the Company

This position is with a successful and expanding software group specializing in B2B solutions for the construction and engineering sectors. The group, consisting of eight profitable companies, emphasizes strong domain knowledge and actively embraces AI technologies, making AI tools a daily part of employee workflows and leadership experimentation.

Role Overview

Based in Munich, the Head of Support will lead the creation of a centralized, modern support organization across the group's companies. Reporting directly to the Group COO, you will have full responsibility for developing and enhancing the support function, bringing it up to current SaaS best practices in an industry that has lagged behind for over a decade.

Key Responsibilities

• Design and establish the centralized support organization from the ground up, including team structures, ticket classification, service level agreements, and escalation procedures across multiple products.
• Develop and maintain a knowledge base, implement routing, macros, and reporting systems, and integrate AI-driven solutions for support deflection and self-service where effective.
• Manage the support team using key performance indicators such as First Response Time (FRT), resolution speed, customer satisfaction scores, deflection rates, and cost per ticket.
• Promote cross-training among teams to provide flexible capacity across product lines as demands change.
• Facilitate feedback loops to share support insights with product development teams.

Candidate Profile

• Proven experience as a numbers-oriented support leader within B2B SaaS or cloud environments.
• Demonstrated ability in managing complex support structures involving multiple products, teams, or customer segments.
• Practical experience in building modern, AI-enhanced support processes, with a hands-on approach rather than merely supervising.
• Leadership style combining team management with direct involvement in building operational structures.
• Fluency in German at a business-professional level.

Desirable but Not Required

• Background or exposure in construction or architecture, engineering, and construction (AEC) sectors.
• Experience with support platforms such as Zendesk and Salesforce.
• History of consolidating support functions or involvement in post-merger integrations.

Additional Information

This role is ideally suited for someone looking to lead a sophisticated, innovative customer support function and who is excited about leveraging AI and transformative processes rather than relying on established routines. The position offers full ownership at a group level with direct access to senior SaaS leadership. The company already uses Zendesk platforms as a foundation and is located in central Munich with occasional office presence (1-2 days per week). The hiring process will consist of three rapid stages.

Compensation

The annual salary range is from €120,000 to €150,000.