Head of Customer Support

October 13

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PROLOGA GmbH

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Energy • Enterprise • SaaS

PROLOGA GmbH is a German SAP industry-solution specialist that develops, implements, and operates SAP-based software and consulting services for energy, utilities, and the circular economy (waste, recycling, and secondary raw materials). The company delivers SAP S/4HANA extensions, cloud and BTP-based solutions, automated route planning, meter-to-cash and billing modules, and analytics/AI and sustainability (CO2) management tools to help utilities, TSOs/DSOs, producers, and waste-management organizations optimize processes and enable circular, zero-loss operations.

51 - 200 employees

Founded 2001

⚡ Energy

🏢 Enterprise

☁️ SaaS

📋 Description

• Develop a comprehensive support strategy aligned with Prologa’s objectives and ensure its successful implementation. • Build and scale a high-performing support team: recruit new colleagues, manage onboarding, and provide continuous development through coaching and mentoring. • Define and monitor clear KPIs to measure support efficiency and customer satisfaction. • Design and optimize workflows for Level 1, Level 2, and Level 3 support. • Select and implement appropriate tools such as ticketing systems, knowledge bases, and remote support platforms. • Develop escalation processes and Service Level Agreements (SLAs).

🎯 Requirements

• Proven experience scaling and leading a software support organization, ideally in a B2B enterprise environment. • Familiarity with SAP technologies such as SAP S/4HANA, SAP Business Technology Platform, or SAP Fiori. • Experience using common support tools like Jira Service Management, Zendesk, ServiceNow, or comparable systems. • Knowledge of ITIL or other service management frameworks. • Fluent in German and English, both written and spoken. • Experience in the energy or waste management sectors is a plus. • Knowledge of cloud-based support models and remote service delivery. • Ability to work cross-functionally with product management, development, and sales.

🏖️ Benefits

• Flexible working hours and the option to work remotely. • Choose your device: Mac or Windows — you decide which you prefer to use. • A key leadership position with managerial responsibility in a growing, innovative company. • Company bike leasing (JobRad). • Structured onboarding and individual training and development opportunities. • Sports and team events, plus summer and Christmas parties. • Company car provided.