Team Manager Technischer Kundendienst

About the role

You will oversee the Technical Services team, acting as a bridge between our platform and the German healthcare IT sector. Your focus is to lead, develop, and support engineers while ensuring our clients receive high-quality technical assistance. You will own the end-to-end performance of the technical support department, translating operational data into actionable strategies that elevate service delivery. This position requires you to provide disciplinary and professional leadership to your team members, fostering an environment of accountability and growth. You will utilize data and metrics to drive strategic improvements in service quality, ensuring that key performance indicators are not only met but consistently exceeded. A core part of your responsibility involves analyzing support tickets to identify trends and implementing solutions that boost customer satisfaction and prevent future issues. You will integrate AI tools into daily workflows to solve technical issues efficiently and to document team knowledge, creating a sustainable repository of solutions. Finally, you will coordinate with internal departments to share insights and prevent recurring technical problems, aligning technical operations with broader business objectives.

Key facts

What you'll do

• Manage the performance and operational efficiency of the technical support department by setting clear targets and monitoring progress.
• Provide disciplinary and professional leadership to your team members through coaching, feedback, and performance development plans.
• Utilize data and metrics to drive strategic improvements in service quality, identifying bottlenecks and implementing corrective actions.
• Analyze support tickets to identify trends and implement solutions that boost customer satisfaction and reduce repeat incidents.
• Integrate AI tools into daily workflows to solve technical issues faster and to document team knowledge for future reference.
• Coordinate with internal departments to share insights and prevent recurring technical problems, ensuring cross-functional alignment.
• Own the end-to-end customer support experience for German healthcare clients, ensuring technical issues are resolved efficiently and professionally.
• Develop and maintain standard operating procedures to ensure consistency and scalability of technical support processes.
• Collaborate with product and engineering teams to communicate common issues and influence product improvements based on customer feedback.
• Monitor industry trends and best practices in technical support to continuously evolve the team's capabilities and service offerings.
• Ensure all support activities comply with data protection regulations and company policies, maintaining the highest level of confidentiality.
• Lead root cause analysis for complex technical issues, working with stakeholders to implement long-term solutions.
• Mentor junior support staff, helping them grow their technical and interpersonal skills through structured guidance and practical feedback.
• Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management review.

Requirements

• Proven background in technical support leadership and team management, with a track record of leading successful support operations.
• Experience with change management and managing diverse IT systems, ensuring smooth transitions and minimal service disruption.
• Strong communication skills suitable for both technical and non-technical stakeholders, enabling clear and effective information exchange.
• Fluency in German and English (minimum C1 level for both), ensuring seamless interaction with clients and internal teams.
• Ability to work effectively across different functional departments, building relationships and driving collaboration.
• A degree in Computer Science, Engineering, or a related field, or equivalent professional experience that demonstrates technical competence.
• Demonstrated ability to analyze complex problems and develop practical, efficient solutions under pressure.
• Experience working in a fast-paced, high-growth environment where adaptability and resilience are essential.

Nice to have

• Familiarity with the e-health sector, including PVS, EHR, or PMS applications, providing context for healthcare-specific technical challenges.
• Experience using agile methodologies, enabling the team to respond quickly to changing requirements and priorities.
• Proficiency in conflict resolution and negotiation, helping to manage stakeholder expectations and resolve disputes effectively.

Practical notes

• Benefits include a company-sponsored Deutschlandticket, private health insurance, and a 40% employer contribution to pension plans (15% during probation).
• Leave policy: 28 days of vacation plus one additional day per year of service (up to 30 days total), plus up to 10 days of work from abroad per year.
• Support programs: Doctolib Parent Care, mental health and coaching sessions, Urban Sports Club membership, and specific support for caregivers and employees with disabilities.
• Daily perks: Healthy snacks, breakfast buffets, and meal vouchers.
• Interview process: Initial screening with Talent Acquisition, department interview, take-home case study, final management interview, and reference checks.