Support & Service Manager – SaaS, B2B

🕒 March 27

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Recare

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

💰 Venture Round on 2022-12

Healthcare Insurance • SaaS • Enterprise

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

• As the primary point of contact for our customers, you ensure that our SaaS solution operates smoothly in day-to-day use. • You act as the first interface between our healthcare users and our internal teams, making sure issues are resolved quickly, systematically, and sustainably. • You work closely with Product, Engineering, and our Onboarding and Customer Success teams, actively contributing to continuous service improvements. • You handle and resolve customer inquiries at 1st- and 2nd-level support — by phone, email, and via our ticketing system. • You ensure stable operation of our platform and support users in their daily workflows. • You analyze application issues, identify root causes, and develop pragmatic solutions. • You prioritize incidents according to urgency and SLA requirements and escalate complex cases in a structured way. • You collaborate closely with our Engineering and Product teams to fix bugs and further develop the platform. • You document support cases and resolutions clearly and contribute to the knowledge base. • You support software rollouts and updates and guide our customers through changes. • You identify recurring issues and proactively propose improvements.

🎯 Requirements

• You have at least 2 years of professional experience in customer support, ideally in a SaaS or software environment and in a B2B context. • You are confident using ticketing systems such as Jira or Zendesk. • You have a solid technical understanding (e.g., browsers, interfaces/APIs) and can systematically narrow down issues. • You communicate clearly, empathetically, and appropriately for the audience — even in challenging situations. • You work in a structured, solution-oriented way and keep an overview even under pressure. • You are reliable, responsible, and have a strong service orientation. • You have business-fluent German (C1) and are able to communicate in English.

🏖️ Benefits

• Flexibility — need to pick up your child from daycare? Want to exercise during lunch? We support that. • We are a remote-friendly company offering flexible working hours. • Edenred card — which you can use according to your needs. • Additional day off — take your birthday off to celebrate with loved ones.