About Us

Join Wire – the leading end-to-end encrypted communication platform redefining secure collaboration across industries. We uphold privacy as a fundamental right, offering the most secure communication solutions to enterprises, critical infrastructures, and governments worldwide.

Located in Berlin or working remotely, we're seeking a passionate and innovative team member to help shape the future of communication security. At Wire, you'll be part of a team committed to making privacy and security the cornerstones of modern communication.

General Information

• Employment Type: Permanent
• Experience Level: 5+ years
• Working 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 Role at Wire

We are looking for a seasoned and process-oriented professional to join us as a Senior Customer Support Lead. You'll lead the support team, focusing on process stability and the development of support workflows. Your responsibilities include overseeing complex support cases and ensuring seamless integration with our product organization.

Support Team Leadership

• Lead the team with a focus on prioritization and structured process application.
• Support agents in complex cases.
• Provide clear guidance during escalations and ensure a structured approach.

Operational Responsibility

• Manage complex and high-priority support tickets end-to-end.
• Act as the main operational point for strategic accounts.
• Develop cross-team priorities and communicate effectively.

Cross-functional Collaboration

• Work closely with Service Delivery, Engineering, Product, and Customer Success.
• Translate technical details into customer-impact insights.

Process Excellence

• Identify and rectify recurring issues and bottlenecks.
• Standardize support workflows and ensure processes are well-defined.

Partnership with Customer Success

• Collaborate on strategic accounts to address risks and foster trust.
• Contribute operational expertise to stabilize client situations.

Your Profile

• Several years of experience in technical support, service operations, or a similar role.
• Proven track record in optimizing support processes and managing escalations.
• Strong experience in end-to-end management of complex support cases.
• Expertise in ticket lifecycle, incident management, and related processes.
• Fluent in German and English, both written and spoken.

Why Wire?

• Become part of an established company with over 1,800 customers.
• Annual training budget of €1,000 and top-tier learning resources.
• 30 vacation days and Urban Sports Club membership.
• Flexible remote work options and a beautiful office in Berlin.
• Fresh office breakfast, daily snacks, and excellent coffee.

If you're an experienced Customer Support Lead, we're excited about receiving your application and welcoming you to our dedicated team at Wire.

Contact

Interested in shaping the future with us? Apply now!

Looking forward to hearing from you!

About Us

Our research and development take place at our headquarters in Berlin, as well as other locations across Europe and the USA, maintaining the strictest privacy standards. We are committed to securing communications for our clients worldwide.