Senior Customer Support Manager (m/w/d)
Wire · Berlin, Berlin, Germany
- On site
- Full-time
- $120,000 / year
- Berlin, Berlin, Germany
Job highlights
- Lead customer support operations and processes.
- Manage complex enterprise support cases and escalations.
- Ensure high-quality customer experience for key accounts.
- Collaborate cross-functionally to resolve issues.
- Drive continuous improvement in support workflows.
About the role
About Wire
Become part of Wire, the leading end-to-end encrypted communication platform that redefines secure collaboration for companies, critical infrastructures, and authorities. We see data protection as a fundamental right and offer organizations across industries the most secure communication solution on the market. With state-of-the-art encryption technology and the highest security standards, we are a trusted partner for companies in technology, finance, healthcare, and administration. If you share our mission to reshape secure communication and want to be part of an innovative, international team – then Wire is the right place for you. Together, we are creating a world where privacy and security form the foundation of modern communication.
About the Role: Senior Customer Support Manager
If you are passionate about shaping the future of secure communication and want to be part of an innovative team, apply as a Senior Customer Support Manager (w/m/d). Let's create a world together where data protection and security shape the future of communication.
Employment Type: Permanent
Experience: 5+ years
Work Hours: 40 hours per week
Location: Germany (Berlin or remote)
Reports to: Agathe Schuster (Head of Customer Success & Support)
Desired Start Date: As soon as possible
Your Challenge at Wire
Look forward to taking on a key role in our Customer Support Team. We are looking for an experienced and process-oriented personality to strengthen our team as Senior Customer Support Manager. In this role, you will take on technical leadership within support while also working closely with our team operationally to manage complex support situations and further develop our support processes.
A special focus of this role is the support of our two largest clients from a support perspective. You will ensure that incoming incidents are quickly triaged, efficiently resolved, and ideally resolved on the first contact. You will be responsible for the structured management of support queues, reporting, and a consistent, high-quality customer experience for our strategically most important accounts.
You will have end-to-end responsibility for complex support cases and ensure that our ticket, escalation, release, and deployment processes mesh seamlessly.
You will ensure that Support does not work in isolation but functions as an integrated part of the service and product organization. Your focus will be on managing escalations, continuously optimizing our support processes, and operationally stabilizing our enterprise accounts.
Additionally, you will ensure that incidents and requests for these accounts are proactively managed and transparently communicated.
Support Team Leadership
- You will take on technical leadership within the Support team with a focus on clear prioritization, structured decision-making, and consistent process application.
- You will support and relieve Support Agents in complex and business-critical cases.
- You will provide clear guidance during escalations and ensure structured, solution-oriented processing.
Operational Responsibility
- You will manage the processing of complex and high-priority support tickets across multiple process stages.
- You will be responsible for the operational support of our two largest clients (L1 and L2) and ensure fast, structured processing of incidents and requests.
- You will act as the central operational point of contact for strategic accounts.
- You will be responsible for the structured management of support queues for these accounts and ensure consistent processing and transparent reporting.
- You will develop cross-team priorities, timelines, and next steps.
- You will communicate status, risks, and expectations clearly and transparently to customers and internal stakeholders.
- You will ensure a reliable support experience for these strategically important accounts.
Cross-functional Collaboration
- You will work closely with Service Delivery, Engineering, Product, and Customer Success on ongoing cases.
- You will translate technical details into understandable impacts on customer benefits and operational risk.
- You will clarify responsibilities pragmatically and ensure that topics progress efficiently.
Process Excellence
- You will identify recurring problems and structural bottlenecks through your active work on escalation cases and derive improvements from them.
- You will further develop support workflows and escalation paths, ensuring that processes from ticket receipt to final resolution, including handovers to Engineering, Release, and Deployment Management, are clearly defined.
- You will conduct structured reviews and ensure that learnings are systematically embedded in support.
Partnership with Customer Success
- You will work closely with Customer Success on strategic accounts.
- You will contribute your operational expertise in critical customer situations.
- You will proactively identify risks in delivery and support.
- You will actively contribute to the stabilization of customer situations and renewals.
Your Profile
- You have several years of experience in technical support or service operations in a SaaS or enterprise environment.
- You have in-depth experience in building and optimizing support processes and escalation structures.
- You have demonstrable experience in the end-to-end management of complex support cases.
- You are comfortable in escalation situations and confidently manage diverse stakeholders from Engineering, Product, Service Delivery, and Customer Success.
- You have a deep understanding of ticket lifecycle and incident management, as well as adjacent processes like release and deployment management.
- You analyze technical issues structurally and can clearly translate their impact into business impact and customer risks.
- You have experience in the technical leadership of teams, even without disciplinary responsibility.
- You make clear decisions and prioritize confidently, even under high pressure.
- You think in terms of processes and structures and strive to sustainably improve operational weaknesses.
- You work independently and structured with a high degree of implementation strength.
Why Wire?
- Become part of a market-established company with over 1,800 customers and actively shape how Wire becomes the global market leader.
- We invest in your development – with an annual training budget of €1,000 and access to first-class learning resources.
- 30 days of vacation give you the opportunity to relax and maintain a healthy work-life balance.
- With an Urban Sports Club membership, you stay mentally and physically fit.
- Work in our beautiful office in the heart of Berlin or choose a flexible mix of remote work and joint days in the office to connect with the team in person.
- Enjoy fresh breakfast in the office, daily fruit and snacks, free soft drinks, and a great barista coffee machine.
If you are a Senior Customer Support Manager with proven experience in technical support, we look forward to receiving your application and welcoming you to our dedicated team at Wire.
Key skills/competency
- Senior Customer Support Manager
- Technical Support
- SaaS
- Enterprise Environment
- Process Optimization
- Escalation Management
- Incident Management
- Customer Experience
- Team Leadership
- Stakeholder Management
Skills & topics
- Senior Customer Support Manager
- Technical Support
- SaaS
- Enterprise
- Customer Success
- Incident Management
- Escalation Management
- Process Optimization
- Service Operations
- Team Leadership
- Communication Security
- Berlin
- Remote
How to get hired
- Tailor your resume: Highlight your experience in SaaS/enterprise technical support, process optimization, and managing complex cases.
- Showcase leadership: Emphasize your technical leadership skills, even without direct reports, and your ability to guide teams.
- Demonstrate problem-solving: Provide examples of how you've analyzed technical issues and translated them into business impact.
- Prepare for interviews: Be ready to discuss your experience with escalation management, incident response, and cross-functional collaboration.
- Understand Wire's mission: Articulate your passion for secure communication and how your skills align with Wire's values.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities of a Senior Customer Support Manager at Wire?
- As a Senior Customer Support Manager at Wire, your key responsibilities include technical leadership within the support team, operational management of complex support cases, optimizing support processes, and ensuring a high-quality customer experience, particularly for strategic accounts. You will also manage escalations, collaborate with cross-functional teams, and contribute to process excellence.
- What kind of experience is required for the Senior Customer Support Manager role at Wire?
- Wire requires several years of experience in technical support or service operations within a SaaS or enterprise environment. Essential experience includes building and optimizing support processes, managing complex support cases end-to-end, and handling escalation situations. Experience in technical team leadership, even without direct disciplinary responsibility, is also valuable.
- Can I work remotely as a Senior Customer Support Manager at Wire?
- Yes, Wire offers flexibility for this role. You can work from Germany, specifically Berlin, or choose a remote option. This allows for a flexible mix of remote work and in-office days to connect with the team.
- What opportunities for professional development are available at Wire?
- Wire invests in your development with an annual training budget of €1,000 and access to first-class learning resources. This support aims to help you grow your skills and advance your career within the company.
- How does Wire prioritize customer experience for its key accounts?
- For its key accounts, Wire prioritizes a consistent and high-quality customer experience by ensuring fast and structured incident resolution, proactive management of requests, and transparent communication. The Senior Customer Support Manager plays a crucial role in maintaining this high standard.
- What is the reporting structure for the Senior Customer Support Manager at Wire?
- The Senior Customer Support Manager reports to Agathe Schuster, who holds the position of Head of Customer Success & Support at Wire. This reporting line ensures alignment with broader customer success and support strategies.
- Does Wire offer benefits like flexible work or wellness programs?
- Yes, Wire offers several benefits including flexible work arrangements (remote or hybrid options), 30 days of vacation, and an Urban Sports Club membership for mental and physical fitness. They also provide office perks like fresh breakfast, fruit, snacks, and quality coffee.