High Mobility is shaping the future of connected car technology. As a leading automotive data platform, we make it easy for developers and businesses to access real-time vehicle data across a wide range of brands through a single, secure API. Our mission is to simplify and accelerate the integration of automotive data into innovative services—such as fleet management, Rental and Leasing solutions, and EV products.

Headquartered in Berlin, we operate across Europe at the intersection of mobility and technology, collaborating with major car manufacturers and serving customers in diverse markets. Our culture is built on innovation, trust, and a shared passion for enabling tools that redefine how the world interacts with vehicles. We are now looking for a Customer Support Manager to join our team.

As Customer Support Manager, you will take ownership of the support function, acting as a central interface between customers, car manufacturers, and our internal teams. Your work will directly impact the experience of our partners and the efficiency of our platform. Key responsibilities include:

• Collaborate with internal stakeholders (Customer Success Manager, Engineering, Business Development) to develop strategies that reduce friction and mitigate risks

• Build strong processes with automotive manufacturers to coordinate issue resolution, define SLAs, ensure compliance, and support transparency through structured business matrices

• Drive continuous improvement in onboarding, product management, and customer support operations

• Coordinate resolution of technical issues by reporting their impact and criticality to engineering, business development, and the founding team

• Process, escalate and track customer requests using our internal ticketing system (Freshdesk and Jira) and in Slack support channels

• Manage incidents by ensuring timely updates, coordination across teams, and clear external and internal communication

• Announce and manage scheduled maintenance updates across all customer communication channels

• Maintain up-to-date documentation including knowledge base articles and troubleshooting resources to support customers and internal teams

• Consult and assist customers with onboarding, guiding customers for their push/pull API integrations for connected car applications

Requirements

• 3+ years of experience in a Customer Support Manager or similar customer-facing role, ideally within a SaaS or API-driven environment.

• Solid understanding of Computer Science, Information Technology, and Computer Networking fundamentals.

• Hands-on experience with tools and concepts such as SQL, Grafana, REST APIs, and publish/subscribe messaging models.

• Strong time management and prioritisation abilities, with a proactive mindset and sharp troubleshooting and problem-solving skills.

• Excellent communication: you respond quickly and clearly, follow up thoroughly, and know how to balance urgency with diplomacy. You work independently, and adapt easily to new processes or tools.

• Fluent in written and spoken English; additional European languages are a plus.

• A collaborative team player with good interpersonal and cross-functional communication skills.

What We Offer

• A competitive salary
• Full flexibility in how and where you work. This position is fully remote
• The opportunity to make a real difference in a small and growing company at an exciting stage
• Professional development opportunities in a dynamic and evolving industry
• A motivated, friendly and supportive team
• An open culture that values new ideas and continuous improvement
• 28 working days of paid holiday per year