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EQS Group GmbH

Enterprise Customer Support Manager

Barcelona , Spain
Hybrid

AI overview

Lead support for strategic global customers, manage critical escalations, and enhance product stability through technical investigations and customer partnerships.

JOIN OUR TEAM

We are seeking an experienced, highly technical, and customer-obsessed Enterprise Customer Support Manager to lead the support experience for our most strategic and complex global customers. In this role, you will take full ownership of advanced escalations, guide Enterprise customers through critical incidents, collaborate with Product and Engineering on deep technical investigations, and drive continuous improvements that strengthen product stability and customer satisfaction. 

You will act as a trusted advisor to key accounts, anticipate risks before they become escalations, and serve as the highest operational and technical support layer for Enterprise customers. This position is designed for senior professionals who combine strong technical depth with exceptional communication, leadership, and problem-solving capabilities.

EQS Group is a leading international cloud software provider in the areas of corporate compliance and investor relations. We help thousands of companies worldwide cultivate trust by simplifying the complexities of compliance, investor relations, and transparent communication with stakeholders.  
   
Transparency is especially important to us. That is why we communicate all our commitments to sustainability, diversity, equality, and well-being on our homepage and our social media platforms. We do this for you, for us, for everyone – fairly and publicly.  
   
The key to our success is hiring talented people who bring passion to the table every day, take responsibility, and support each other in the best possible way to create a trustworthy environment.   

OUR CULTURE DRIVES OUR BENEFITS


  • You're important. A trusting environment and lifelong learning for your individual development. Set personal development goals, and receive support and regular feedback. We support you in equipping yourself for success. 
  • Living our values. Take responsibility for a variety of tasks, find out what you like to work on, and find your way to make your own personal impact with us!   
  • Great atmosphere. Regular team events, parties, and a talented international team with a common goal that unites us all.  
  • Be part of an exciting journey.  Contribute to our success story of becoming the leading European cloud provider for corporate compliance and investor relations solutions. 
  • Work-life balance is a must. Work in a modern office in the heart of Barcelona. In addition, we offer flexibility through our hybrid-working model, conveniently arrange your working hours, and the ability to work from abroad within the EU. We provide you with 24 days of paid vacation – because we also value your free time.
  • Special Perks Just for You. We offer you other exciting benefits such as meal vouchers for your healthy breaks as well as corporate shopping benefits. 
  • Health is a priority.  We offer private health insurance, and you can also benefit from our corporate mental health counselling! 

YOUR IMPACT

Key Responsibilities 


Enterprise Support & Escalations 

  • Own high-priority Enterprise cases from start to finish, ensuringtimelyresolution.
  • Lead critical incident calls and coordinate with cross-functional teams.
  • Conduct post-incident reviews and ensure follow-up actions are implemented.

Customer Partnership 

  • Build strong, trust-based relationships with strategic accounts.
  • Participate in executive business reviews and provide guidance on risks, recurring issues, and best practices.
  • Monitor account health andidentifypotential problems early.

Technical Troubleshooting 

  • Investigate technical issues involving APIs, integrations, SSO/DataSync, and system performance.
  • Serve as the final support layer before involving Engineering.
  • Identifypatterns and suggest improvements to enhance reliability and scalability.

Operational Excellence 

  • Maintain support processes, playbooks, and SLAs for Enterprise accounts.
  • Mentor Support Managersto ensurehigh-quality communication and case handling.
  • Lead initiatives to improve incident response and escalation workflows.

Cross-Functional Collaboration 

  • Work with Engineering, Product, Customer Success, andRevOpsto resolve issues and align improvements.
  • Provide insightsonEnterprise issues to help shape product roadmap and customer experience.

Systems & Data 

  • Use tools like Zendesk, Salesforce, Jira, and monitoring platforms to manage cases.
  • Track key metrics such as SLA performance, escalations, and incident trends.
  • Document solutions and contribute to the knowledge base.

THIS IS YOU

  • 5+ years in technical or customer support in SaaS/B2B enterprise environments.
  • Experience handling critical escalations and complex customer setups.
  • Good troubleshooting skills with APIs, integrations, authentication, logs, and data flows.
  • Strong communication and ability to work with senior customer stakeholders.
  • Able to collaborate effectively under pressure.
  • Fluent in English, Spanish, Italian & French, German is a plus.

Perks & Benefits Extracted with AI

  • Health Insurance: We offer private health insurance, and you can also benefit from our corporate mental health counselling!
  • Meal vouchers & corporate shopping benefits: We offer you other exciting benefits such as meal vouchers for your healthy breaks as well as corporate shopping benefits.
EQS Group GmbH
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