Team Manager Technischer Kundendienst
Doctolib
Seniority
Midweight
Model
Hybrid
Sector
Salary
Undisclosed
Contract
Full-Time
About the role
Lead a team of five Technical Services Engineers in Doctolib's Customer Care department. You'll be responsible for both onboarding new customers and supporting existing ones, ensuring the best possible Doctolib experience through effective and timely resolution of all customer needs.
What you'll do
- Take responsibility for the effectiveness and efficiency of Technical Support operations through continuous evaluation of performance and processes
- Provide professional and disciplinary leadership and development for a team of five Technical Services Engineers
- Monitor cross-team success metrics and use them to strategically develop customer service
- Analyze support requests and implement measures to improve customer satisfaction through quality management
What you'll need
- Proven leadership experience in technical support and comprehensive team management experience
- Experience in change management, working with IT systems, and operational/security risks
- Bachelor's degree in Computer Science, Engineering, or related field
- Customer-oriented mindset and communication skills in German and English at C1 level
- Ability to collaborate across departments
Nice to have
- Knowledge and experience in e-health and with PVS/EHR/PMS or similar applications
- Experience with agile methodologies
- Experience in conflict management and negotiation skills
What they offer
- Company health insurance with additional benefits
- 28 vacation days plus 1 additional day per full employment year (max 30 days)
- Opportunity to work 10 days per year from EU countries or UK
- Parent Care Program with extra parental leave and more
- Free mental health and coaching sessions through external partner
- Sponsored Germany ticket for office or hybrid workers, meal vouchers, and subsidized gym membership