Team Lead Customer Service & Support (m/w/d)

About the Position

Team Lead Customer Service & Support (m/w/d)

• Remote
• Berlin, Germany
• Customer Success

About Recare

As one of the leading German HealthTech companies, we are reshaping discharge management – technology-driven, patient-centered, and free from bureaucracy. In addition to our market-leading SaaS platform, we develop AI solutions that radically simplify processes in hospitals and aftercare providers, relieve professionals, and put the focus back on patients. Today, we already connect two-thirds of all German hospitals with over 650 rehabilitation clinics and 25,000 care and homecare providers. With currently more than 100 employees, we are growing further – and looking for people with conviction who want to improve the healthcare system with us.

What Awaits You

• Work with Purpose: Your work has a positive impact on patients, their families, and medical professionals in the healthcare sector.
• Company Culture: We believe in flat hierarchies that promote high performance and strong team dynamics. We foster a culture of mutual respect, loyalty, and recognition, strive for our goals together, and expect the same from you.
• Flexibility: Do you want to pick up your child from daycare? Do you like to exercise during your lunch break? We support you. We are a remote-friendly company with flexible working hours. You can also take workcations by agreement.
• Probonio Benefit, which you can use flexibly according to your needs.
• Additional Vacation Day, so you can celebrate your birthday with your loved ones.

Your Role as Team Lead Customer Service & Support (m/w/d)

You will lead our support team and ensure that our customers – from hospitals and rehabilitation clinics to care facilities and homecare service providers – receive reliable and quick help. The role is deliberately close to the day-to-day business: You build structures not on paper, but in the ongoing operation, work on escalations and complex cases yourself, and develop your team step by step. At the same time, you make our support ready for the growing AI product family (Voice, Docs, Extract).

Specifically, this means:

• You are responsible for the professional and disciplinary leadership of the support team, set clear performance expectations, provide regular feedback, and develop your team specifically.
• You manage the operational business based on key KPIs (e.g., First Response Time, CSAT, Ticket Backlog, First Level Solution Rate) and independently derive measures from them.
• You develop our support organization (Tier 1 to 3), sharpen SLAs, response times, and communication standards, and ensure that they are actually adhered to in everyday life.
• You establish clear roles, processes, and escalation paths and ensure efficient capacity and prioritization planning in close coordination with Customer Success and Implementation.
• You build up the know-how for our AI modules in your team, define together with Product and Engineering which cases are solvable in support, and ensure support readiness before each rollout.
• You continuously develop our AI support agent Fin: You expand the knowledge base, improve answer quality and coverage, and make its contribution measurable through solution rate and response time.
• You fully integrate Fin into the team's way of working. You define which requests Fin solves independently and where it hands over to humans, clarify the handover points, and ensure that your team uses it as an integral part of the first level instead of a sideshow.
• You work closely with Product and Engineering, derive technical requirements from support cases, represent them with data, and accompany new releases in UAT.
• You bring your own topics: You recognize recurring problems, propose solutions, and implement them without us having to set you on them.

Requirements

Who We Are Looking For as Team Lead Customer Service & Support (m/w/d)

• You have at least five years of experience in service or support management, at least two of which in team leadership, ideally in the SaaS, HealthTech, or MedTech sector.
• You have already set up or restructured support structures and can show with a concrete example what you have changed, how you proceeded, and what the result was.
• You bring real technical depth: You read logs, understand APIs, interfaces, and platform operation, isolate error patterns yourself, and discuss causes with Engineering at eye level instead of just forwarding tickets.
• You work data-driven: You manage your team using key figures, recognize patterns in ticket data, and justify decisions with numbers instead of gut feeling.
• You are strong in implementation: You bring topics to a binding conclusion, keep promises and appointments, and what you take over, nobody has to follow up.
• You act on your own initiative: You do not wait for orders, but bring your own suggestions, prioritize yourself, and actively seek feedback on them.
• You communicate clearly, structured, and sovereignly with internal and external stakeholders, even in unpleasant situations such as escalations or outages.
• You keep an overview even in dynamic launch and growth phases and set clear priorities.
• You have very good German and English language skills in speech and writing.

Nice to Have

• Experience with clinical processes, hospital structures, or MedTech regulatory
• Support experience in the environment of complex AI or automation products
• Knowledge of ITIL or comparable frameworks
• Experience with modern support tools such as Intercom, Zendesk, Linear, or Jira
• Practical experience with AI-powered support agents, ideally with Fin in Intercom

We Offer

• Competitive salary
• Flexible working hours
• Remote work options
• Professional development opportunities
• Health benefits

About the Company

Recare Deutschland GmbH is a leading HealthTech company dedicated to improving healthcare through innovative technology solutions. We connect healthcare providers and patients, streamline processes, and enhance patient care with our cutting-edge products.