Customer Support Lead (m/f/x)

Job description

UP42 is changing the way geospatial data is accessed and analysed. The developer platform and marketplace bring together multiple sources of data such as satellite imagery, weather data, and more—with algorithms to identify objects, detect change, and find patterns. Industry leaders use UP42 to inform business decisions and build scalable customer solutions.


UP42 is looking for a Customer Support Lead to join our growing and key UP42 team - Customer Support. This role is combining team and technical responsibility. We’ll look to you to help us take UP42’s customer support to the next level.


We are looking for a Customer Support Lead (m/f/x) to join our motivated team in Berlin.


About the role:

  • Provide both people and customer support leadership while developing the expertise of all Customer Support team members as well as the strategic needs of the team

  • Oversee customer support quality and implement internal best practices for a highly efficient contributor based customer support team

  • Be hands on with the team, supporting the different areas of responsibility including sales and program support, documentation and testing, technical support, as well as operations

  • Help to grow and develop the team

  • Closely collaborate with the Head of Product in order to align work priorities, continue to offer a top customer support experience, and deliver on key internal/external projects

  • Analyze key customer issues and develop necessary actions to ensure an optimal level of customer satisfaction and provide appropriate support

  • Scale the necessary elements of an efficient operations team

  • Cooperate with different teams (Product, Engineering, QA, Marketing and Sales) to ensure timely delivery of customer requests, feedback, documentation and more

Job requirements

About you:

  • Experience leading a technical customer support team
  • Experience building and working with a global technical support team
  • Geospatial and remote sensing experience (ArcGIS, QGIS, GDAL)
  • Experience with satellite imagery delivery operations is a plus
  • Knowledge of Python and or APIs, Bash scripting, GNU Make
  • Excellent problem solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Experience in writing product and service related technical documentation
  • Fluency in English is a must, Spanish, French, German are a plus

About us:

  • The chance to shape the state of the art geospatial processing platform and create a completely new planetary perspective
  • Nice office with everything you need to enjoy your work in the heart of Kreuzberg
  • Inspiring international team, fun and productive environment
  • Competitive salary package and other great benefits
  • Regular team events, team updates and get-to-gathers
  • Development budget: we help you grow and you grow UP42!
  • Challenges, space for creativity and taking ownership

Does this sound like a good next step into your geospatial career? If so, we look forward to receiving your application in English.

Our culture is one of belonging, where everyone feels welcome and where differences are celebrated. We seek to recruit the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background and/or belief—and strongly encourage people from underrepresented groups to apply. We also value more than the skills and experiences outlined in this job description. Even if you think you only fill 60% of the requirements for this role - we would still like to consider your application.