Team Lead, Technical Support

About the role

Lead a Technical Support team that helps healthcare professionals use Doctolib's B2B SaaS platform. You'll drive technical problem resolution while building systems and processes to improve team performance and customer experience.

What you'll do

• Lead and manage the Technical Services team both operationally and professionally
• Analyze recurring support issues and build preventive solutions through self-service, automation, and documentation
• Optimize support workflows to resolve tickets faster and improve escalation processes
• Build and maintain support systems, tools, and interfaces with Product, Engineering, and Account Management teams
• Take responsibility for incident management during critical system outages
• Identify root causes of repeated problems and implement systematic solutions
• Ensure team readiness for new feature launches and customer support needs

What you'll need

• 3+ years of leadership experience in technical support or customer success, preferably B2B SaaS
• Strong process thinking with ability to identify patterns, build systems, and continuously optimize
• Change management experience leading teams through new tools, processes, and structures
• Technical understanding of IT systems, APIs, and software architectures
• Excellent German (minimum C1) and good English (minimum B2) communication skills

Nice to have

• Healthcare experience with E-Health, practice management systems, or electronic health records
• Experience with agile frameworks like Scrum or Kanban
• Background in IT security, compliance, or risk management
• Bachelor's degree in Computer Science, Engineering, or equivalent experience

What they offer

• Company health insurance with additional benefits
• 28 vacation days plus 1 additional day per year (max 30 days)
• 10 days per year working from EU/UK locations
• Parent care program with extra parental leave
• Free mental health and coaching sessions
• Sponsored public transport ticket and Urban Sports Club membership