Customer Excellence, Operations Lead

This is a fully remote position, open to applicants in Germany.

📋 Description

• InoHealth is developing the customer side of a preventive health platform, and this position is fully responsible for it.

• You will establish and manage the customer excellence function from the ground up, including support infrastructure, onboarding programs, training systems, and operational frameworks that achieve outstanding outcomes at scale.

• You will create tiered engagement models that can be scaled across all segments without corresponding increases in headcount, while overseeing retention and account health across the portfolio and building an outsourced support layer as demand grows.

• Take charge of designing, configuring, and launching the complete support stack — you will manage the tools from start to finish: Jira routing, Intercom, CRM, knowledge base, SLA definitions, escalation logic, and AI-assisted triage.

• Set up Jira workflows to direct bugs, product feedback, and data inquiries to Product, Engineering, and Data Science teams, ensuring full traceability and closure loops.

• Incorporate Instabug or a similar in-app feedback tool into the support pipeline for automated capture and routing.

• Develop AI-enhanced workflows to manage insurance-driven ticket volumes without a proportional increase in headcount.

• Manage the complete KPI cycle hands-on: define metrics, create dashboards, analyze data, and investigate anomalies personally — you will be the first to review the queue when CSAT drops or resolution times rise.

• Monitor account health, proactively identify at-risk segments, and drive retention and expansion initiatives.

• Conduct strategic reviews and manage escalations for key accounts in insurance and clinics.

• In the initial phase, you will serve as the multilingual support function — addressing queries in various languages, setting tone standards, and developing playbooks based on real interactions.

• As volume increases, transition into BPO supervision: selecting vendors, conducting calibration sessions, reviewing agents, and enforcing quality and compliance standards.

• Create and manage onboarding programs tailored for all segments — HCPs, corporate clients, insurance partners, and end users — each designed to fit the context and regulatory environment.

• Produce training materials, guides, and self-service libraries utilizing AI tools for generation, localization, and upkeep.

⛳️ Requirements

• Proven experience as both a strategic leader and individual contributor in a customer excellence or operations function — typically gained over 5+ years but evaluated on the depth of ownership rather than just tenure.

• Established ability to function as the sole person in a role: creating processes from scratch with full accountability for outcomes prior to the systems that produce them being in place.

• Experience working directly with healthcare professionals in diagnostics, digital health, or medical devices — knowledgeable about clinical workflows and healthcare professional expectations.

• Background in consumer health or B2C digital health — understanding consumer support dynamics and expectations for service quality.

• Strong proficiency with Jira for ticket routing and escalation; familiarity with Intercom, Zendesk, HubSpot Service Hub, or similar support platforms.

• Knowledge of Instabug or comparable in-app feedback tools used in support pipelines.

• Active and practical application of AI tools to automate support workflows — demonstrated with specific examples.

• Excellent command of English; proficiency in German is highly preferred due to our launch markets in Germany and Switzerland.

• Additional European languages (French, Italian, Spanish) are a considerable advantage.

🏝️ Benefits

• Full remote flexibility across Europe

• Occasional travel for partner meetings and company offsites

• High-ownership role with a direct impact on product direction and company growth