ABOUT US

We are looking for people who want to shape the future with us – as part of SPRIND, the Federal Agency for Breakthrough Innovations, which may carry the title of a government agency but thinks and operates like a start-up.

Our goal is to create new breakthrough innovations from Germany. That means products, services and systems that make all of our lives noticeably and sustainably better. To do this, we connect new thinkers from science and business, people with outstanding ideas, special expertise and passion. Within the EUDI Wallet project, which SPRIND is implementing on behalf of the Federal Ministry for Digitalization and State Modernization (BMDS), we are developing Germany’s national EUDI wallet as well as a comprehensive EUDI Wallet ecosystem. Digital credentials are a key building block for a high-performing digital society, a competitive economy, and a modern state. The EUDI wallet provides people with a secure, interoperable, and user-centric solution, enabling them to manage both public and private credentials – from ID cards to certificates and membership cards. In the medium term, the project will transition into a newly established, government-owned entity that will take over responsibility for the EUDI ecosystem and ensure the platform’s ongoing development and operation.

YOUR ROLE

You will be the operational backbone of our newly established Support Organisation. You are passionate about clear processes, take initiative and are motivated by building systems that remain stable and scalable, particularly in the face of continuous growth. As Ops & Process Lead, you will work closely together with the Head of Support Organisation to lay the groundwork, including the process design of the ticketing system, workflows, SLA structures and the reporting framework.

YOUR RESPONSIBILITIES

• Set up and configuration of the tool suite for the support organisation (e.g. Zendesk, Freshdesk, Salesforce, etc.), including ticketing logic, routing and escalation levels
• Development and implementation of SLA frameworks for B2B and B2C segments
• Preparation of process documentation, operating manuals and internal playbooks
• Development of a reporting framework, including dashboards, to monitor support quality
• Work closely with the Technical Support Lead and the Knowledge & CX Lead to coordinate processes
• Ensuring compliance with data protection requirements (GDPR) in all support processes

WHAT WE ARE LOOKING FOR

• Bachelor’s degree in Business Administration, Communication Studies, Psychology, computer science or a related field
• Several years of experience in setting up or optimising support systems, ideally in a start-up or scale-up environment
• Proven track-record in configuring and managing ticketing systems (Zendesk, Freshdesk, Salesforce, etc.)
• Structured, analytical thinking and a keen interest in process design
• Experience in developing SLA frameworks and operational KPIs
• The ability to work independently, with a focus on milestones and implementation
• Excellent written and spoken German and English

WHAT WE OFFER

• A chance to shape one of Germany’s most important digital public infrastructures
• A forward-thinking, mission-driven work culture at the intersection of science, administration, and innovation
• Flexible working hours and remote work options
• Access to conferences, team events and a supportive work culture.

Please apply via our application form.