Head of Customer Services (SaaS) – Up to €150k

About the role

This is a greenfield, group‑level leadership position building a central customer support organisation for a profitable buy‑and‑build SaaS group serving the construction and engineering sector. You will report directly to the Group COO and own the function end‑to‑end, modernising support processes that are currently years behind SaaS best practice.

Key responsibilities

• Design and launch the central support organisation from scratch, including team structure, ticket taxonomy, SLAs and escalation paths across multiple products.
• Implement knowledge‑base, routing, macros, reporting and AI‑driven deflection/self‑service solutions.
• Manage performance metrics such as first‑response time, resolution time, CSAT, deflection rate and cost per ticket.
• Cross‑skill teams to shift capacity where needed and create feedback loops to product teams.
• Lead the consolidation of support functions after mergers and ensure seamless integration.

Required profile

• Proven track record as a numbers‑driven support leader in B2B SaaS or cloud environments.
• Experience managing complex support setups with multiple products, modules or segments.
• Hands‑on ability to build modern, AI‑supported support processes, not just approve them.
• Player‑coach leadership style – you build structures yourself and coach teams.
• Business‑fluent German.

Required skills

• Zendesk
• Salesforce

What we offer

• Full ownership of a group‑level function with a direct line to an experienced SaaS COO.
• Hybrid work model (1–2 days onsite in Munich, central office in development).
• AI‑first culture where every employee works with AI tools daily.
• Competitive salary up to €150k.