Job
- Level
- Lead
- Location
- Berlin
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Support, Project
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you structure the technical support, analyze team performance, and develop processes to improve customer satisfaction while leading and coaching your team disciplinarily.
Your role in the team
- You are responsible for the further development of team organization and support processes. This involves reviewing workflows, analyzing performance and quality metrics, and deriving concrete improvements for reliable and efficient support.
- In daily support operations, you set clear priorities, make decisions, and create the framework for quality and reliability within the team. As a disciplinary leader, you take responsibility for the entire Employee Lifecycle of your team: you recruit new employees, provide orientation during onboarding, 1:1s, and career coaching, conduct performance reviews, and make clear decisions even in difficult situations.
- You analyze support requests and recurring issues together with your team. Based on this, you derive measures that improve the quality of solutions and customer satisfaction.
- You use AI tools strategically to improve problem-solving and to embed knowledge sustainably within the team.
- You work closely with Product Development, Engineering, and other internal stakeholders to identify challenges early and resolve them more quickly.
This text has been machine translated. Show original
Our expectations of you
Qualifications
- You are familiar with technical customer support for software solutions - ideally in the SaaS or AI environment - from your extensive professional experience.
- Customer orientation and clear communication are among your strengths. You explain technical matters equally understandably to different target groups; your skills in conflict management and negotiation also help you resolve escalations professionally and appreciatively, thereby significantly contributing to our customers' satisfaction.
- You work consistently data-driven and use key figures to continuously improve metrics such as quality, performance, and customer satisfaction. Ideally, you are already familiar with agile methods such as Scrum, Kanban, or OKRs from practical experience.
- Fluent German and English skills (each at least C1) complete your profile.
- For collaboration with your team and key internal stakeholders such as Product Development and Engineering, you are willing to work three days a week from our Berlin office.
Experience
- Experience in e-health and/or with software solutions for healthcare, such as practice management systems (PMS), electronic health records (EHR), or telematics infrastructure, is a plus.
- You have proven leadership experience in both technical and disciplinary management of teams throughout the entire Employee Lifecycle – from recruiting and onboarding to regular 1:1s and coaching, as well as individual development, performance reviews, and exits.
This text has been machine translated. Show original
What we offer
- Participation in our long-term employee participation program DoctoGrowth.
- First-class training and development opportunities tailored to you and your career goals.
- AI Ready: work with cutting-edge AI solutions and have a direct impact on their further development.
- A Germany ticket sponsored by Doctolib.
- Workations: work from abroad for up to ten days per year.
- An occupational supplementary health insurance with individual benefits.
- An above-average employer contribution to company pension scheme (bAV) of 40%.
- A subsidized sports program with our partner Urban Sports Club.
- Our Doctolib Parent Care Program.
- Individual offers for caregiving personnel and employees with disabilities – including more flexible working hours, additional leave for medical reasons, and psychological support.
- Free and confidential mental health and coaching sessions through our external partner Moka.
This text has been machine translated. Show original
Benefits
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
Doctolib
Doctolib is an innovative company in the digital health sector that offers a platform for organizing medical appointments. It supports both doctors and patients in optimizing the appointment management process and improving communication.
Description
- Company Type
- Startup
- Working Model
- Hybrid, Onsite
- Industry
- Healthcare, Social Sector
Team Lead Technical Support
- Location
- Berlin
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
