Support Systems Lead (in Support Operations)

Location: Berlin, Germany

Company

hirify.global provides an all-in-one SaaS platform for coaches, consultants, creators, and entrepreneurs to build and sell digital products, including courses, memberships, payments, and e-ticketing.

What you will do

• Own and prioritise the combined automation and knowledge backlog based on expected hours saved.
• Build and operate workflow automations, integrations, and API-based flows across product configuration, payments, accounting, and support operations.
• Monitor production flows, respond to failures, and measure automation coverage, deflection, auto-resolution, and knowledge performance.
• Document undocumented processes and convert them into automated actions.
• Coordinate with RevOps on Salesforce configuration, Product on API and access requirements, and Finance and Legal on process questions.
• Lead a growing team while continuing to handle support cases and cover queues when needed.

Requirements

• Hands-on experience delivering and operating workflow automation, integrations, and API-based flows.
• Ability to define metrics, instrument reporting, and use results to prioritise delivery.
• Experience owning delivery across multiple workstreams and unblocking other contributors.
• Background in support or service operations with an understanding of case-queue costs.
• German at C2 level and fluent English required.
• Willingness to start with core support case handling before fully taking ownership of the support systems function.

Nice to have

• Experience with knowledge bases or help centre systems, including retrieval and content structure.
• Experience with Salesforce Service Cloud, n8n, or comparable orchestration tools.
• Experience integrating payment providers such as Stripe and PayPal.

Culture & Benefits

• 30 days of paid vacation.
• €1,500 annual personal training and development budget.
• Individual coaching and further training.
• Free BVG ticket and employee discounts.
• Pension programme with a company match of up to 30% of employee contributions.
• Inclusive culture focused on equity, trust, responsibility, and development.