Customer Service Support Manager - Medical Cannabis

Lumino; Düsseldorf; Remote; EUR 40.000 - 50.000; Vollzeit

Zusammenfassung

A leading medical cannabis telemedicine company seeks a Customer Support Manager to establish and lead its patient support operations in Germany. This role includes handling patient queries, ensuring a seamless experience, and building a support team. An ideal candidate will be proactive, fluent in German and English, and have a strong background in customer service.

Qualifikationen

• At least 3 years’ B2C experience in customer service or patient support.
• Strong administration and organizational skills.
• Fast typing with excellent communication skills.

Aufgaben

• Manage all incoming & outgoing B2C patient queries.
• Respond to patient concerns quickly and empathetically.
• Liaise with internal teams to resolve patient issues.

Kenntnisse

Communication

Administration

Customer Orientation

Jobbeschreibung

Customer Support Manager - Medical Cannabis - Supporting Patients

Location : Fully Remote with an optional Berlin Office.

Ideal Start Date : 1st August

You'll need to speak fluent German and be comfortable working in English to be considered for this position.

About the company :

Our client is one of the leading Medical Cannabis Teleclinics in the UK, now expanding into

Germany. Founded in 2022 by a seasoned entrepreneur with a track record in digital

healthcare, telemedicine and regulated markets, the company combines digital healthcare,

specialist clinicians, Internal Technology and its own pharmacy to deliver a complete

medical cannabis treatment pathway. Through its online platform, patients are connected

with doctors trained in cannabis-based medicine. If eligible, they’re prescribed

treatment, and the medicine is dispensed directly through the company’s in-house

pharmacy, ensuring a smooth and fully-managed experience from consultation to care to

dispensing of the medicine. With over 100 employees and monthly revenues exceeding €1.6

million, this is not only one of the UK's leading clinics, but also its fastest-growing.

The goal is to replicate and adapt the company’s successful UK strategy for the German

market. The founder has a proven track record of doing exactly this, having previously

expanded a UK Digital Healthcare business into Germany, which now generates over €5

million in annual revenue.

The company is in the early stages of launching its German subsidiary and acquiring a local

pharmacy, meaning you'll be joining at the beginning of the journey. As one of the first full-

time hires in Germany, you’ll play a key role in shaping the patient support and customer

service function. This is a rare opportunity to join a well-established, well-funded, and

secure business, while still working in a startup-style, scale-up environment. In the coming

months, the company will build a team and infrastructure that will enable fast, seamless

patient access to medical cannabis, including same-day delivery in major cities.

The position :

We’re hiring a Patient Support Manager to help launch and lead the company’s patient

support & Customer service operations in Germany. As described above, the company

operates a telemedicine platform where patients can connect with doctors. If they qualify

for treatment, their medication is dispensed directly through the company’s own pharmacy.

Your role will be to handle all patient queries related to this service, ensuring a smooth and supportive experience throughout their treatment journey. This is a priority hire and a key

role in ensuring smooth and responsive experience for patients using the platform and

receiving treatment.

You’ll be responsible for handling incoming patient queries across the company’s

telemedicine and pharmacy service, from appointment bookings to prescription follow-ups

and general support. The role is highly hands-on and perfect for someone who thrives in

fast-paced environments, loves being on the phone with strong admin skills, is heavily

customer / patient oriented & can confidently manage day-to-day operations.

This is a rare chance to take ownership of a new function from the start and then help build

out a wider support team over time, that you will be able to manage and lead. To begin with,

you will have one patient coordinator in your team, and as the company grows, you will be

able to hire, lead and manage a larger team.

Your Responsibilities :

• Own and manage all incoming & outgoing B2C patient queries via phone, email, and chat
• Respond quickly and empathetically to patient concerns, questions, and requests
• Act as the first point of contact for German-speaking patients throughout their journey
• Liaise with the internal pharmacy and clinical teams to resolve issues efficiently
• Set up and maintain internal processes, workflows, and SOPs for patient support
• Track key metrics (response time, resolution rate, satisfaction scores) and report regularly to leadership
• Work closely with other team members to improve the overall patient experience
• Play a lead role in scaling the support function—eventually hiring and managing new team members

Requirements :

• Native German speaker, and comfortable speaking English in a professional environment.
• You must have at least 3 years’ B2C experience in customer service or patient support role, and be confident dealing with customers.
• You must have strong administartion & organisational skills
• Fast typer with excellent communication skills (90 wpm+)
• Confident, well-spoken on the phone, and comfortable speaking with patients directly
• Comfortable working in a fast-paced, startup-style environment
• Proactive and hands-on—you’re happy jumping into the work, not just delegating
• Bonus points for experience with Telehealth, Digital Healthcare, Medical Cannabis, Healthcare, Ecommerce, Patient contact, B2C Technology, but not essential at all.
• Bonus points for experience in a start up but not essential
• Bonus Points for experience in or passion for the Medical Cannabis Industry, even if you are just a patient, recreational user or home grower yourself.
• Bonus points for managerial or leadership experience.

Compensation :

• 40,000 – €50,000 depending on experience
• All statutory legal German benefits
• Fully remote with an optional office in Berlin.