Head of Customer Support (m/w/d) - remote

Head of Customer Support (m/w/d) – remote

Become our Head of Support (m/f/d) and build our customer support organization from the ground up. You will design a scalable support structure, define clear processes for Level 1 to Level 3, select the right tools, and assemble a high-performing team. In this role, you won’t just operate on a strategic level – you’ll also roll up your sleeves to ensure our customers receive the best possible support. With your expertise in enterprise software support – ideally within the SAP ecosystem – you will make sure we consistently deliver exceptional service to our clients.

Direct appplication

Apply for the position of \“Head of Customer Support (m/w/d) – remote\“ with us! We will get in touch with you.

In your role, you will develop a comprehensive support strategy aligned with Prologa’s business goals and successfully put it into action. You will build a high-performing support team, recruit new colleagues, oversee their onboarding, and continuously foster their development through coaching and mentoring. You will define and monitor clear KPIs to measure both support efficiency and customer satisfaction.

You will design and optimize workflows for Level 1, Level 2, and Level 3 support. This includes selecting and implementing the right tools – such as ticketing systems, knowledge bases, or remote support platforms – and introducing them into daily operations. You will also develop escalation procedures and Service Level Agreements (SLAs) to ensure that customer inquiries are resolved quickly and effectively.

With your SAP expertise, you will ensure that all support processes are tailored to SAP-based products and technologies. You will work closely with product and development teams to resolve complex SAP-related issues, adhere to SAP’s official support processes, and collaborate with SAP support teams for our Solution Extension products. Additionally, you will stay up to date with SAP updates and best practices to continuously improve our support capabilities.

You will act as a senior point of contact for strategic customers and critical incidents, lead initiatives to enhance customer experience and retention, and gather feedback to drive continuous improvement of our products and services.

Your profile

You bring proven experience in building and leading a software support organization, ideally in a B2B enterprise environment.

You are highly familiar with SAP technologies such as SAP S/4HANA, SAP Business Technology Platform, or SAP Fiori. In addition, you have experience with common support tools such as Jira Service Management, Zendesk, ServiceNow, or similar systems. Concepts like ITIL or other service management frameworks are well within your knowledge.

As a leader, you excel in communication, stakeholder management, and the ability to motivate and develop your team. Your analytical mindset and focus on continuous improvement enable you to consistently optimize processes and service quality. You are fluent in both German and English, spoken and written.

Experience in the utilities or waste management sectors, as well as knowledge of cloud-based support models and remote service delivery, is a plus. You also enjoy working cross-functionally with product management, engineering, and sales teams to ensure the best possible service for our customers.

Why us?

Shaping the Future Together: Safe, Sustainable, and Full of Possibilities!

What makes a PROLOGIAN?

Team spirit, creative freedom, and the drive to use technology to make a real difference. We are passionate about smart solutions that have a genuine environmental impact, and enthusiasm is just part of who we are.

At PROLOGA, you’ll find a job with meaning and impact: we develop software that helps make our world a little cleaner. Zero emissions is our goal – maybe soon yours too?

We’ve been successfully operating in the market for over 20 years, are an SAP partner, and continue to grow. For you, this means: freedom to shape your role, exciting perspectives, and plenty of space to grow together and leverage your strengths.

What else awaits you at PROLOGA:

Flexible working hours and the possibility to work remotely. Our offices in Halle, Leipzig, Oldenburg, and Walldorf are always open for you! Whether you want direct exchange or just enjoy the office atmosphere, you’re always welcome. We also meet for team meetings, events, and celebrations.

Choose your device: Mac or Windows – it’s up to you.

A key leadership position in a growing and innovative company.

JobRad leasing.

Structured onboarding and personalized professional development opportunities.

Sports and team events, as well as summer and Christmas celebrations.

A company car.

And that’s just the beginning!

Ready for a job that really makes a difference?
Join PROLOGA – where tech meets purpose.

Direct appplication

Apply for the position of \“Head of Customer Support (m/w/d) – remote\“ with us! We will get back to you with you..

Your contact person for all career questions Alina Steubing Human Resources

+49 345 5554-233 alina.steubing@prologa.com

We’d love to hear from you! Get in touch with us directly and we’ll answer all your questions and keep you updated.

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