Team Lead, Customer Service – Support
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Job Description
Team Lead Customer Support bei Recare, einem deutschen HealthTech-Unternehmen für digitales Entlassmanagement. Führung des Supports, KPI-Steuerung und Integration KI-gestützter Support-Lösungen.
Responsibilities:
- Lead the Customer Service and Support team, both functionally and disciplinarily
- Set performance expectations, provide regular feedback, and support employee development
- Manage day-to-day support operations using KPIs such as First Response Time, CSAT, ticket backlog, and first-contact resolution rate
- Further develop the support organization across Tiers 1–3 and refine SLAs, response times, and communication standards
- Establish roles, processes, and escalation paths
- Coordinate capacity and prioritization planning with Customer Success and Implementation
- Build support expertise for the Voice, Docs, and Extract AI modules
- Define supportability for cases with Product and Engineering and ensure support readiness ahead of releases
- Further develop the AI support agent Fin by expanding its knowledge base, improving response quality and coverage, and measuring its performance
- Integrate Fin into first-level support workflows and define handoff points to human agents
- Collaborate with Product and Engineering to derive technical requirements from support cases and support new releases through UAT
- Identify recurring issues, propose solutions, and implement them independently
- Take an active role in escalations and complex cases
Requirements:
- At least five years of experience in service or support management
- At least two years of experience leading a team
- Experience in a SaaS, HealthTech, or MedTech environment is preferred
- Experience building or restructuring support organizations
- Strong technical depth: ability to read logs, understand APIs, integrations, and platform operations, and narrow down issue patterns
- Data-driven management using KPIs and ticket data analysis
- Strong execution skills and a high level of accountability
- Self-motivated, with the ability to prioritize independently
- Clear, structured, and confident communication with internal and external stakeholders
- Excellent written and spoken German and English
- Experience with clinical processes, hospital structures, or MedTech regulations is a plus
- Support experience with complex AI or automation products is a plus
- Knowledge of ITIL or comparable frameworks is a plus
- Experience with Intercom, Zendesk, Linear, or Jira is a plus
- Hands-on experience with AI-powered support agents, ideally Fin in Intercom, is a plus
- Legal authorization to work in Germany/the EU
Benefits:
- Purpose-driven work with a positive impact on patients, their families, and healthcare professionals
- Flat hierarchies and strong team dynamics
- Remote-friendly company
- Flexible working hours
- Opportunity to work remotely from other locations (workations), by arrangement
- Flexible pro bono benefit that can be used according to individual needs
- Additional day of leave on your birthday
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