Team Lead, Customer Service – Support

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

📋 Description

• Oversee the Customer Service and Support team, both functionally and in terms of discipline.

• Establish performance expectations, offer consistent feedback, and facilitate employee development.

• Manage daily support operations using KPIs such as First Response Time, CSAT, ticket backlog, and first-contact resolution rate.

• Enhance the support organization across Tiers 1–3 and optimize SLAs, response times, and communication standards.

• Define roles, processes, and escalation procedures.

• Coordinate capacity and prioritization planning in collaboration with Customer Success and Implementation teams.

• Develop support expertise for the Voice, Docs, and Extract AI modules.

• Assess supportability for cases with Product and Engineering and guarantee support readiness prior to releases.

• Advance the AI support agent Fin by broadening its knowledge base, enhancing response quality and coverage, and evaluating its performance.

• Incorporate Fin into first-level support workflows and establish handoff points to human agents.

• Work collaboratively with Product and Engineering to extract technical requirements from support cases and assist in new releases through UAT.

• Recognize recurring issues, propose solutions, and implement them autonomously.

• Actively engage in escalations and manage complex cases.

⛳️ Requirements

• A minimum of five years of experience in service or support management.

• At least two years of experience in a leadership role.

• Experience in a SaaS, HealthTech, or MedTech environment is preferred.

• Proven experience in building or restructuring support organizations.

• Strong technical acumen: ability to read logs, comprehend APIs, integrations, and platform operations, and identify issue patterns.

• Data-driven management skills utilizing KPIs and ticket data analysis.

• Excellent execution skills and a high degree of accountability.

• Self-motivated with the ability to prioritize tasks independently.

• Clear, structured, and confident communication skills with both internal and external stakeholders.

• Proficient in both written and spoken German and English.

• Familiarity with clinical processes, hospital structures, or MedTech regulations is an advantage.

• Experience providing support for complex AI or automation products is a plus.

• Knowledge of ITIL or similar frameworks is advantageous.

• Experience with tools such as Intercom, Zendesk, Linear, or Jira is beneficial.

• Hands-on experience with AI-powered support agents, ideally Fin within Intercom, is an asset.

• Legal authorization to work in Germany or the EU is required.

🏝️ Benefits

• Purposeful work that positively impacts patients, their families, and healthcare professionals.

• Flat hierarchies and robust team dynamics.

• A remote-friendly company culture.

• Flexible working hours.

• Opportunities for remote work from different locations (workations), by arrangement.

• A flexible pro bono benefit that can be utilized according to individual needs.

• An extra day of leave on your birthday.