Develop a comprehensive support strategy aligned with Prologa’s objectives and ensure its successful implementation.
Build and grow a high-performing support team, including recruiting new team members.
Define and monitor clear KPIs to measure support efficiency and customer satisfaction.
Design and optimize workflows for Level 1, Level 2 and Level 3 support.
Select and implement appropriate tools, such as ticketing systems and knowledge bases.
Develop escalation processes and Service Level Agreements (SLAs).
Work closely with product and development teams to resolve complex SAP-related issues.

Proven experience in scaling and leading a software support organization, ideally in a B2B enterprise environment.
Familiarity with SAP technologies such as SAP S/4HANA, SAP Business Technology Platform or SAP Fiori.
Experience with common support tools like Jira Service Management, Zendesk, ServiceNow or comparable systems.
Knowledge of ITIL or other service management frameworks.
Excellent communication skills, strong stakeholder management, and the ability to motivate and develop teams.
Analytical thinking and a focus on continuous improvement to optimize processes and service quality.
Fluent German and English, both written and spoken.

Flexible working hours and the option to work remotely.
Choose your device: Mac or Windows — you decide which you prefer.
A key leadership role with management responsibility in a growing and innovative company.
Company bike leasing (JobRad).
Structured onboarding and individual development opportunities.
With our PROLOGA benefits portal you get discounts and special offers from over 1,000 partners — from restaurants and fashion to travel and leisure.
Sports and team events, as well as summer and Christmas parties.

Head of Customer Support

Key skills