Support Systems Lead (Support Operations)

About the role

As the Support Systems Lead within Support Operations, you will drive the automation and knowledge management strategy that powers Ablefy’s customer support. Based in Berlin, you will work closely with product, finance, legal and RevOps teams to translate manual processes into efficient, automated solutions.

Key responsibilities

• Own the automation and knowledge backlog, prioritize by expected time saved, and deliver solutions.
• Design, build, and maintain workflow automations, integrations and API‑based flows (approximately 50% of the role).
• Monitor production flows, act as first responder for incidents, and ensure high availability.
• Measure automation coverage, deflection rate, auto‑resolution share and knowledge performance; report and act on the data.
• Document undocumented processes, convert them into written procedures and then into automated actions.
• Represent the unit in cross‑functional discussions with RevOps (Salesforce), Product (API requirements), Finance and Legal.
• Lead a small team, currently two members, and expand as volume grows.
• Participate in core support case handling when needed to stay close to the queue.

Required profile

• Hands‑on experience delivering real workflow automation, integrations and API‑based solutions.
• Strong analytical discipline: define metrics, instrument them, and use results to guide development.
• Ability to translate complex processes into clear documentation and automated actions.
• Proactive problem‑solver who can act quickly when production flows break.
• Leadership mindset to guide a small team and collaborate across departments.

Required skills

• API development and integration
• Automation tools and workflow orchestration
• Salesforce configuration and RevOps processes

What we offer

• Opportunity to shape the automation strategy of a fast‑growing SaaS platform.
• Collaborative, high‑performance culture focused on radical collaboration and empathetic leadership.
• Competitive compensation and benefits package.