Application Support Representative
Enova International
Head of Customer Support
PROLOGA GmbH
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
ServiceNow
About the role
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
support strategy developmentKPI definition and monitoringworkflow design and optimizationescalation processesService Level Agreements (SLAs)SAP S/4HANASAP Business Technology PlatformSAP FioriITILcloud-based support models
Soft skills
team buildingcoachingmentoringcross-functional collaborationcommunicationleadershiponboarding managementcontinuous developmentcustomer satisfaction focusefficiency measurement
