Global Support Manager (Fintech SaaS, Private Equity) (f/m/x)
On-siteMunich, Bavaria, Germany
Job Summary
Define and lead a global support strategy aligned with CEPRES' growth, product vision, and client expectations. Build a high-performing, scalable support organization with global coverage and oversee multi-tier support operations ensuring operational resilience. Serve as a senior escalation point for key clients while representing feedback into Product & Engineering roadmaps. Oversee L1/L2/L3 support across time zones, optimize the ticketing system with automation, and own escalation frameworks and operational runbooks. Lead, mentor, and expand a team of global Support Analysts and Customer Support Agents, fostering a culture of ownership and technical excellence. Produce reporting for senior management on support metrics, operational risks, and team performance. Maintain high-quality knowledge base articles, troubleshooting guides, and onboarding documentation.
Required Qualifications
- Bachelor's degree in IT, Computer Science, Engineering, Business, or related field
- Impeccable English communication (written and verbal)
- Strong executive presence and confidence to communicate with senior stakeholders and institutional clients
- Excellent leadership, prioritization, organization, and stakeholder management capabilities
- Analytical mindset with a proactive approach to problem-solving and continuous improvement
Desired Qualifications
- Basic ITIL knowledge, ISO 27001, or other service management/security certifications are a strong plus
- Deep hands-on experience with SaaS support, cloud architectures, integrations, APIs, and data pipelines
- Strong troubleshooting capabilities involving data ingestion, platform configuration, authentication, and performance
- Familiarity with tools such as Zoho Desk, Jira, Confluence, or any other comparable monitoring tools, and logging systems
- Experience collaborating with Engineering on debugging, triage, deployments, and release cycles
- Experience supporting enterprise financial clients, fund managers, administrators, or fintech platforms
- Understanding of private equity workflows, fund structures, investment analytics, and reporting
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