About EMnify

EMnify is a leading cloud-native IoT connectivity provider that empowers businesses worldwide to get the best out of their devices and overcome industry barriers. Simply put, we deliver customer success for cellular IoT – globally and at scale. We do this by enabling IoT devices and applications to be connected through cellular networks and allowing developers to easily manage and integrate the cellular connectivity into their IoT solutions through our API. Our 100 employees in Europe and Asia support our customers throughout the entire IoT solution life cycle.

Your Position

We are looking for a talented and motivated Head of Support to join our Berlin office to reassess and manage our support organization. You will help grow our business by creating an infrastructure to constantly improve the customer experience. This is a great opportunity to grow, manage and shape your own support team within an established business.

Your responsibilities

  • Manage a remote team of about 20 support engineers
  • Assess and re-structure the support organization
  • Assess and re-define workflow and processes and tools
  • Define and monitor KPIs and optimize processes to achieve KPIs
  • Develop a training program for the support engineers
  • Closely liaise with sales, customer success and product management

Your profile

  • At least 5 years experience in managing a distributed support organization, serving external customers
  • At least 5 years experience in supporting global sales organizations
  • Strong background in communication technology
  • Sound understanding of product licensing
  • Familiarity with standard CRM and Helpdesk solutions
  • Strong verbal and written language skills in English
  • German and/or Spanish skills would be a very big plus
  • Willingness for occasional long-distance travel

Why EMnify?

With a predicated 25 billion connected IoT endpoints by 2025, the commercial and technological opportunities presented by the IoT are endless. Not to mention, the career paths this exciting space has created. EMnify stands out by delivering the next generation of connectivity technology to IoT solution providers worldwide – either directly or via strategic partnerships with CSPs. The most exciting thing about working at EMnify is that we are just at the beginning of our journey. If you share our vision to unlock the potential of connectivity, then we look forward to receiving your application.

Some benefits you'll get at EMnify:

  • A flat hierarchy, direct and open communication culture
  • Challenging tasks in a dynamic and international environment (30+ nationalities)
  • Regular team and company events
  • Free in-house German lessons
  • Great central location in the heart of Berlin – with an awesome view!
  • Social rooms with a PlayStation to have fun together
  • A variety of drinks and snacks
  • Free gym on-site
  • Dog-friendly work environment
  • 30 days of vacation