As Head of Customer Support & Service, you will assume strategic and operational responsibility for our customer support. You will develop a high-performing, scalable support model, lead and develop your team, and ensure that physicians, practice teams, and partners receive fast, competent, and empathetic support.

You combine a strong customer focus with process expertise, technical aptitude, and a clear vision for our product development. You will work closely with Product, Engineering, Sales, Marketing, and Operations, ensuring our customers' voices are heard throughout the company.

👩‍🎨 What you'll work on with us

• Leadership & Team Development: You lead, coach, and develop our customer support team with clarity, trust, and a high standard of service quality. You create structures in which people take responsibility and grow together.
• Service Strategy: You will further develop our support strategy and translate it into clear standards, processes, and goals. In doing so, you will keep both customer satisfaction and the efficiency and scalability of our processes in mind.
• Support Operations: You are responsible for the daily organization of support – from prioritizing and processing requests to resource planning, escalations, and critical cases. You ensure that our support functions reliably even under high demand.
• Processes & Quality: You establish and optimize service processes, SOPs, quality standards, and escalation channels. Through regular reviews, feedback loops, and a keen eye for detail, you continuously improve our service quality.
• Key Performance Indicators & Management: You define relevant KPIs and make performance, quality, and customer satisfaction transparent. You derive concrete measures from the data and create a reliable basis for decisions.
• Customer Voice: You collect, structure, and prioritize customer feedback and ensure that relevant insights are incorporated into Product, Engineering, and other departments. In this way, you actively contribute to improving our products and processes.
• Knowledge management & self-service: You will further expand our internal knowledge base and develop understandable tools, guidelines and self-service offerings that benefit both customers and the support team.
• Cross-functional collaboration: You work closely with Sales, Marketing, Product, Engineering and Operations – especially on new releases, technical integrations, implementations and the solution of complex customer issues.
• Hands-on support: You also pitch in during challenging situations. You take on complex cases when needed, conduct conversations with customers, and lead by example with clear, solution-oriented communication.

🧑‍🎤 What you bring

• Leadership experience: You have several years of experience leading or building customer support, customer service or customer success teams – ideally in a B2B SaaS, tech or healthtech environment.
• Scaling expertise: You have experience in building or developing support structures, processes and standards in a growing company.
• Service ethic: Customer focus is not just a buzzword for you, but an attitude. You understand how good communication, reliable processes, and quick solutions create a strong customer relationship.
• Process and numerical affinity: You work in a structured manner, think in terms of relationships, and use data to set priorities, measure quality, and initiate improvements.
• Technical aptitude: You enjoy understanding digital products and complex technical systems. Experience with support and ticketing systems like Zammad, Zendesk, or similar tools is a plus.
• HealthTech understanding: Experience in healthcare, outpatient care, practice management software or billing processes is a plus – what is crucial is your interest in truly understanding our customers and their working environment.
• Strong communication skills: You communicate clearly, reliably, and empathetically – even in challenging situations. You can explain complex topics in an understandable way and bring together different perspectives.
• Leadership mindset: You provide guidance, make decisions, and simultaneously create space for personal responsibility. You lead in an approachable and consistent manner, with a genuine interest in the development of your employees.
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