Team Lead, Customer Service – Support

Job not on LinkedIn

🔥 0 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Recare

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 Venture Round on 2022-12

Healthcare • Healthcare Insurance • SaaS

Recare is a digital platform that provides efficient discharge management solutions for hospitals, nursing homes, rehabilitation centers, and home care companies. It facilitates a seamless transition from hospital to aftercare by managing and coordinating patient care efficiently through digital processes. Recare aims to optimize patient discharge processes, reduce costs, save time, and enhance the overall patient care experience. Their platform is utilized across a wide range of healthcare providers, enabling encrypted communication and integration with existing systems. It's recognized and supported by European regional development funds and leading healthcare institutions.

📋 Description

• 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