Head of Customer Support (f/m/d)

Orbem is an impact-driven deep-tech startup from Munich, Germany. We develop fast, accurate, and accessible imaging solutions that provide access to otherwise unattainable sources of knowledge.

We seek to make a difference – and develop solutions to sustainably feed the world, accelerate the transition to a green economy, and transform disease detection.

Join us on our mission to unleash AI-powered imaging for everything and everyone.

Head of Customer Support (f/m/d)

• Start date: as soon as possible

• Yearly Salary: €100,000 - €110,000 (fixed range, annual gross)

• Equity: €80,000 - €120,000 in company shares

• Benefits: up to €5,000 annually

• Work Model: Full-time, hybrid (based in Munich)

• Travel: Up to 20% of the time to customer locations

Your role

At Orbem, we're pioneering cutting-edge technology where MRI, artificial intelligence, and biotechnology meet — and we're looking for a Head of Customer Support to lead the charge in delivering an exceptional customer experience.

In this role, you'll be the primary point of contact for our customers, providing in-depth technical support for our hardware and software products. You'll troubleshoot complex issues, guide users through technical procedures, and ensure the seamless operation of their Orbem systems. Working closely with Software Development, Business Development, and external partners, you’ll ensure smooth operations across the entire customer journey — from implementation to ongoing success.

This is more than a support role — it’s a strategic leadership position. You’ll define what great service looks like in a high-tech, fast-growing environment and help make customer support a true competitive advantage for Orbem.

Your day-to-day

As the leader who will establish our Customer Support department, you will:

• Lead, inspire, and develop a high-performing technical customer support team dedicated to exceptional service.

• Establish and expand a global support organization across various geographies and product lines.

• Strive to exceed customer expectations by deeply understanding their needs and challenges.

• Collaborate extensively with departments such as Software Development, Field Operations, Business Development, Operational Excellence, Business Intelligence, and Customer Success to ensure seamless service delivery.

• Act as the bridge between cutting-edge technology and customer satisfaction.

• Coordinate with suppliers to enhance service offerings and resolve issues.

• Diagnose and thoroughly understand customer problems and pain points, ensuring effective resolutions through collaboration with both internal and external stakeholders.

• Analyze processes and implement continuous optimizations to improve efficiency and effectiveness.

• Ensure the support organisation is driven to finding and centrally documenting efficient solutions to customer issues.

• Develop a competitive edge through rapid and high-quality support solutions.

• Establish transparency and accountability through detailed reporting and KPI tracking.

• Develop training programs to ensure team readiness and skill enhancement.

Your experiences and skills

Fit to our values

• We own every challenge : we enjoy complexity and thrive under uncertainty.

• We strive for better: we seize any opportunity for growth and challenge the status quo. We are constantly learning and improving.

• We imagine new frontiers: we think beyond ‘doable’ and ‘reasonable’. We design a sustainable and healthy future together.

Experience and skills

• 8+ years of experience in technical customer support or related fields.

• Demonstrated success in building and leading high-performance teams, emphasizing a culture of accountability and collaboration.

• Solid background in technical (software and hardware) environments.

• Experience with B2B customer dynamics, ideally high value assets being operated on customer premises.

• Proficiency in data-driven decision-making and building comprehensive reporting frameworks.

• Proven track record of establishing and leading global customer support organizations.

• Skilled in managing multi-layered support structures, including coordination with multiple suppliers.

• Familiarity with customer support tools (e.g., Freshdesk, Zendesk, Salesforce).

• Experience in managing outsourcing support providers including the selection process.

• Exceptional communication skills, adaptable across various levels of our customers (e.g., machine operator vs. business owner) and suppliers.

• Strong people management capabilities with an analytical and technical mindset.

• Ability to leverage best practices and benchmark against industry leaders.

• Experience in crisis management and resolution to maintain service continuity.

• Expertise in implementing customer service automation technologies.

What makes you stand out from other candidates

• In-depth experience in deep-tech and scale-up environments, building on applicable and innovative strategies to optimize customer support.

• Genuine customer-centric mindset, with experience in a leading customer-focused organization.

• Demonstrated ability to scale operations efficiently, prioritizing both growth and efficiency.

• Experience with automation technologies or MRI equipment.

• Ability to drive a strategic vision for customer support that aligns with the broader company objectives.

What we offer

International Environment: Join a team with 40+ nationalities across 5 continents, all driven by a shared purpose: shedding light on the world’s toughest challenges.

Attractive Compensation Package:

• Stock Options: Share in Orbem’s success.

• Visa & Relocation Support: Seamless support for your move to Germany.

• Learning & Development: €1,750 annual budget for personal growth.

• Fitness Membership: Access to Urban Sports Club or Wellpass.

• Childcare Reimbursement: Support for Kita/Kindergarten fees.

• Deutschland Ticket: Full coverage of public transportation.

Work-Life Integration:

• Flexible Hours & Home Office: Work when and where it suits you.

• WFH Perks: Get €185 to upgrade your home office + a sleek external monitor on us!

• 30 Days Paid Leave: Plenty of time to recharge.

• Personal Leave: Flexibility for life’s important moments.

• Work from Anywhere: Experience new cultures and environments for up to 60 days per year.

Make a Difference: Join an ambitious, fast-growing team working on breakthrough technology. In our scale-up environment, you’ll have the freedom to lead your projects and make an impact. We provide a platform for you to explore, innovate, and define your vision for the future. At Orbem, we’re committed to helping you discover your strengths, and while we aim to teach you, we also want to learn from you.

Your team

As our Head of Customer Support, you become part of our diverse and international team. Learn more about the team members, their work, and challenges here:

At Orbem, we're committed to building a smart, diverse team, and we recognize that self-doubt can prevent talented individuals from applying. If you feel you don't meet every requirement, we'd love to hear from you anyway!