Head of Support

WHO WE ARE.

Element develops a secure, sovereign and interoperable communications platform, devised primarily for government, defence and public sector organisations.

We are a for-profit company that is committed to open source. We build Element on top of an open protocol called Matrix, which was created by the same team that leads Element. Matrix is a not-for-profit open source project.

Element works closely with BWI on the BwMessenger for the German Armed Forces, NATO, the United Nations, Gematik on TI-Messenger for the German healthcare industry, and Germany’s Federal Ministry of the Interior and Home Affairs and Dataport on the development of a sovereign workplace for public administration.

We build things for everyone, and we know we can’t succeed without a diverse team. Our hiring process is crafted to be respectful and give candidates the best chance to show us what you can do. If we ever fall down on this, please let us know.

THE ROLE.

The Element Support organisation supports both our On Premise and Hosted Cloud customers. The Head of Support will direct and develop the Element Support function to provide Element customers with the best possible Support experience.

Element is a global company with a strategic focus on the German public sector. As such, we’re looking for a German fluent speaker (C2 level) with a global outlook to lead the Support function. Fluent English and German is essential, as is experience working with Government customers.

RESPONSIBILITIES.

As Head of Support you will:

• Define the Support offering, including setting, monitoring, and ensuring adherence to SLAs
• Care for and develop your team of distributed Support Engineers, ensuring they have the tools and skills they need, and that the team is sized to manage the workload
• Develop practices across the organisation to process Support tickets smoothly and effectively end-to-end
• Work creatively within business constraints to give our customers the best possible Support experience
• Capture operational metrics, and use this data to further develop the Support function
• Develop the Support channel as a source of valuable Product intelligence
• Inform Element strategic position with respect to Support and partnerships
• Represent Support in important customer meetings

THIS ROLE IS REMOTE AND NOT LIMITED TO GERMANY. Business hours are Western or Central European Time.

Requirements

REQUIREMENTS.

• German fluent speaker (C2 level)
• Role might require passing the security clearance SÜ2
• Demonstrated ability to lead, motivate, and develop a distributed support team
• Experience working with German public sector customers
• Experience in strategic planning and implementing support initiatives to improve customer satisfaction and loyalty
• Ability to collaborate with cross-functional teams and departments in a distributed environment to achieve organisational goals
• Strong analytical skills with the ability to gather and interpret data and trends to make informed decisions

• Flexibility to adapt to changing priorities and business needs

• Experience in recruiting, training, and developing support staff
• Commitment to continuous improvement

• Pragmatism and efficiency over perfectionism

PREFERRED QUALIFICATIONS:

• Experience working in the Open Source community
• Experience working with decentralised and/or end-to-end encrypted technologies
• Operational familiarity with Jira and Salesforce

Benefits

BENEFITS & PERKS.

• Private Health Insurance / Medical Allowance (depending on the country)
• Plumm Health
• Annual Bonus
• Share Options
• 40 days Annual Leave (including local bank holidays)
• Flexible working hours
• Company Socials (virtual or in person)
• Family friendly environment

You might be eligible for other benefits depending on your location.

ELEMENT VALUES.

We are an open company

We help our customers succeed

We are ambitious

We bias to action

We trust and look after each other

We leave the world a better place

If you are passionate about building secure and innovative messaging solutions and thrive in a fast-paced environment, we'd love to hear from you! Apply now to join our team and help shape the future of communication.

EQUALITY, DIVERSITY & INCLUSION.

Element does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Your personal data will be processed in accordance with our Careers Privacy Policy.

If you are passionate about building secure and innovative messaging solutions and thrive in a fast-paced environment, we'd love to hear from you! Apply now to join our team and help shape the future of communication.