Customer Support Manager (m/f/d)

About This Opportunity

We are representing a confidential healthcare technology organization that is transforming how frontline medical professionals work. Our client has secured significant venture backing and serves over a thousand facilities across their market. We're seeking a Customer Support Manager to join their Berlin team and own the end-to-end customer experience across all inbound channels.

This role reports directly to our talent team at Get A Job.ai. If you're passionate about delivering exceptional support in a fast-paced environment where your work directly impacts healthcare workers, we want to hear from you.

Responsibilities

• Manage inbound customer support across voice, chat, and email channels, ensuring timely and high-quality responses to all customer inquiries
• Own support cases from initial contact through to resolution, including triage, prioritization, follow-up communication, and closure
• Set clear customer expectations and maintain transparent communication, particularly when issues require internal investigation or cross-functional collaboration
• Partner with Technical Support teams on complex technical issues, gathering necessary context and customer details to drive cases toward resolution
• Handle customer escalations with professionalism and composure, balancing urgency with quality outcomes and maintaining customer trust
• Document support interactions, maintain knowledge base resources, and identify opportunities to improve support processes
• Collaborate across internal teams to ensure consistent customer communication and effective problem resolution

What We're Looking For

• Proven experience in customer support, customer success, operations, or similar customer-facing roles
• Hands-on experience working with support tooling including ticketing systems, knowledge bases, and chat/phone platforms
• Excellent communication skills in German (C2 level required) and English, with the ability to explain complex solutions clearly and empathetically
• Strong problem-solving abilities: you can break down ambiguous issues, ask clarifying questions, and drive progress without getting blocked
• Comfort working with technical concepts such as integrations, browsers, devices, and permissions at a functional level
• Demonstrated ownership and follow-through: you keep stakeholders informed and maintain high quality standards
• Collaborative mindset with experience working effectively across different teams and functions
• Resilience and adaptability in fast-paced startup environments
• Preference for iterative improvement over waiting for perfect solutions

How We Work With You

When you apply through Get A Job.ai, one of our specialized recruiters will review your application and conduct an initial screening conversation. We'll discuss your experience, career goals, and fit for this role. If there's a strong match, we'll submit your profile to our client for consideration. Please do not attempt to contact the client directly, as all applications must come through our recruitment process to be considered.

Our team will keep you informed at every stage and provide guidance throughout the interview process with our client.

Additional Details

Location: Berlin, Germany (hybrid work arrangement available)

What Our Client Offers:

• Stock options as part of the compensation package
• 30 vacation days plus birthday leave
• Germany Transport Ticket
• Urban Sports Club membership
• Access to learning platforms
• Regular company events and offsites
• Flexible working hours

Equal Opportunity

Get A Job.ai is committed to fair and equitable recruiting practices. We welcome applications from candidates of all backgrounds and experiences. Our client shares this commitment to building diverse and inclusive teams.