Customer Support Manager
(m/f/d)

Location: Hamburg, Stuttgart, Munich (hybrid possible)
Start: Immediately
Focus: Build & Scale

About Blockbrain

Blockbrain is an innovative deep tech startup backed by leading VCs that is revolutionizing the way companies manage their knowledge. Our mission is to help companies leverage their most valuable competitive advantage—their collective knowledge—while ensuring the highest level of data security.

Our Knowledge Bots platform combines state-of-the-art AI with comprehensive data processing technologies to efficiently make knowledge available to teams and automate work processes (knowledge process augmentation). Founded by a team of serial entrepreneurs and technology experts, Blockbrain stands out thanks to its expertise in AI, B2B SaaS, big data, and cybersecurity.

Website: www.theblockbrain.ai

Your role

We are looking for an experienced individual with a “player-coach” mentality. As Customer Support Manager, you will not only be the first point of contact for our customers when it comes to support requests, but also the architect of our future support structure.

In the initial phase, you will work in an operational and hands-on capacity: you will manage our AI-first approach (Fin AI via Intercom), independently resolve complex second-level inquiries, and work closely with the tech team to develop solutions. Looking ahead, you will shift your focus to building and managing your own support team. You will play a key role in directly influencing customer satisfaction and product quality.

Your responsibilities

Operational Support & Incident Management (Hands-on)

  • AI orchestration: You monitor and optimize first-level support, which is primarily handled by Fin AI (Intercom), and ensure that the AI continuously learns.
  • Solution expertise: Requests that the AI cannot resolve are forwarded to you. You process these tickets independently, prioritize them, and find solutions.
  • Technical interface: For complex technical problems, you will work directly with our engineering and development teams to fix bugs and define workarounds.

Strategy & Team Building (Growth)

  • Team building: Once the processes are in place, you will recruit, train, and manage junior support staff to scale the team.
  • Process optimization: You define support workflows, SLA guidelines, and KPIs to ensure high service quality.
  • Voice of the Customer: You analyze support data to identify trends and provide direct feedback to product management to improve the platform.

Customer relations & consulting

  • Trusted Advisor: You will build trusting relationships with our key accounts (mainly medium-sized companies in the DACH region) and support them with technical challenges.
  • Solution design: You have a deep understanding of customers’ business needs and, together with customer success managers, help them to optimally integrate our Blockbrain platform into their processes.

Your profile

Qualification

  • Experience: At least 5 years of experience in customer support, technical support, or customer success, ideally in a B2B SaaS or deep tech environment.
  • Leadership potential: You already have experience in technical leadership or a strong desire and ability to build and lead a team.
  • Tech stack: In-depth knowledge of Intercom (especially Fin AI or automation) are a big plus. You are proficient in using CRM and ticketing systems (Planhat and Jira are used).
  • Problem-solving mindset: You don’t wait for solutions to come to you; you proactively develop them yourself—even if that means diving deep into technical details.
  • Communication: Excellent written and spoken German and English skills are essential.
  • Technical understanding: You understand concepts such as knowledge management, LLMs, and process automation, and can translate technical requirements between the customer and the development team.
  • Education: Successfully completed degree (business administration, business informatics, or similar) or comparable qualified training.

Soft skills

  • Hands-on: You are willing to take on any task and lead by example in day-to-day operations.
  • Empathetic & customer-focused: You are passionate about solving customer problems and making users happy.
  • Structured: You maintain an overview even in stressful situations and can easily structure complex issues.
  • Ambitious: You want to take on responsibility in a fast-growing startup and grow with the company.

What we offer

What we offer

Join a company at the forefront of AI-powered knowledge management.

  • Impact & Growth: Take responsibility from day one and build and scale the customer support department from the ground up.
  • Flexibility: Hybrid remote work and flexible working hours for a healthy work-life balance.
  • Culture: Flat hierarchies, direct access to the founders, and a team of top talent.
  • Facilities & Events: Modern working environment and regular team events (national & international).
  • Compensation: A competitive salary package with performance-based components.

How to apply

Blockbrain is an equal opportunities employer. We celebrate diversity and are committed to an inclusive working environment.

If you are passionate about contributing to our mission and would like to help shape a growing DeepTech AI startup, we look forward to receiving your application.

Apply now by email to [email protected]

Blockbrain is an equal opportunities employer. We celebrate diversity and are committed to an inclusive working environment.