Staff Technical Support Manager, Enterprise

Role overview A Staff-level Enterprise Support Operations Manager role responsible for building and leading a new B2B technical support operation from the ground up. The position bridges enterprise customers, customer experience teams, product, and engineering while owning vendor relationships and operational processes.

Responsibilities - Design and launch a B2B support operations capability, including operating model, workflows, escalation paths, governance, and continuous improvement - Own external support vendor relationships end-to-end, covering selection, contracting, onboarding, performance management, and renewals - Build training programs, playbooks, SOPs, quality frameworks, and release-readiness coordination with product teams - Forecast demand and capacity, balancing staffing, coverage, language needs, quality, cost, and growth - Define service objectives, KPIs, dashboards, and operating reviews for quality, speed, experience, productivity, and cost - Lead operational response during customer escalations, coordinating vendor agents and engineering teams to resolution

Requirements - Significant experience in support operations, ideally within enterprise or B2B SaaS environments - Demonstrated ability to build operations from scratch rather than inherit mature programs - Strong vendor management and program development expertise - Technical fluency to coordinate between vendor agents and engineering teams effectively - Calm leadership under pressure during major incident response - Track record of creating structure, governance, and metrics where none previously existed

Nice to have - Experience designing multi-language or multi-region support coverage models - Background working closely with product and engineering on release-readiness programs

Benefits and work setup - Generous performance-based bonus plans and immediate-vesting retirement contributions - Quarterly all-company wellness days plus country-specific holidays and birthday day off - One-time home office stipend and annual professional development budget - Quarterly well-being stipend and considerable paid parental leave - Employee referral bonus program plus life, AD&D, disability, and EAP benefits - Remote role; hiring range for Germany listed at €57,000 to €76,000 EUR