Customer Support Manager (m/f/d)

Voize; Deutschland; Hybrid; EUR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Stock options

30 vacation days

Germany transit pass

Urban Sports Club

Company off-sites

Learning platforms

Zusammenfassung

Voize is hiring a Customer Support Manager in Germany to own inbound support across voice, chat, and email, ensuring fast, helpful responses and smooth case closure. You will coordinate with Technical Support and internal teams to resolve issues thoroughly while maintaining clear, empathetic communication.

You will triage, prioritize, and set expectations, balancing urgency with quality. A hybrid setup in Germany and collaboration with multiple teams will be essential.

Qualifikationen

• Experience in customer support, customer success, operations, or a similar customer-facing role.
• Experience with ticketing systems, knowledge bases, and chat/phone systems.
• Excellent, empathetic communication and ability to set expectations without losing warmth.
• Structured problem solving and ability to move things forward.
• Comfort with high-level technical topics (integrations, browsers, devices, permissions).

Aufgaben

• Manage inbound support across voice, chat, and email with timely, high-quality responses.
• Own cases end-to-end: triage, prioritization, follow-ups, closure.
• Set expectations and timelines based on internal investigations or product input.
• Collaborate with Technical Support on complex issues to drive progress.
• Handle escalations calmly while balancing urgency and customer trust.

Kenntnisse

Customer support

Support tooling

Clear communication

Problem solving

Technical topics

Ownership

Collaboration

German & English

Tools

Ticketing systems

Knowledge bases

Chat/phone systems

Jobbeschreibung

WHY VOIZE? BECAUSE WE’RE MORE THAN JUST A JOB!

At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to admin work that pulls nurses away from what matters most: people.

We’re changing that by building the AI companion that frees nurses from admin, giving them back up to 30% of time. We don’t replace humans - we support and amplify their impact. Today, 1,100+ care facilities trust voize, and over 75,000 nurses rely on our AI companion to ease their daily workload.

Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs.

As a fast-growing team, we combine first-in-class technology with meaningful social impact. And now, we’re looking for you to join us on this mission!

YOUR MISSION: OWN INBOUND SUPPORT AND DRIVE GREAT RESOLUTIONS

As a Customer Support Manager at voize, you are responsible for delivering a consistently excellent customer experience across our inbound channels — voice, chat, and email.

You make sure customers get fast, helpful answers, and you keep cases moving from first contact to resolution. When an issue requires deeper investigation, you collaborate closely with Technical Support and other internal teams to ensure problems are solved thoroughly and communication stays clear.

YOUR DAILY BUSINESS – NO TWO DAYS ARE ALIKE

• Manage inbound support across voice, chat, and email, ensuring customers get timely, high-quality responses.
• Own cases end-to-end, including triage, prioritization, follow-ups, and clear closure.
• Set expectations and communicate clearly, especially when timelines depend on internal investigation or product/engineering input.
• Partner closely with Technical Support on more complex issues: gather the right details, translate customer context, and drive progress to resolution.
• Handle escalations calmly and effectively, balancing urgency with quality and customer trust.

YOUR SKILLSET – WHAT YOU BRING TO THE TABLE

• Strong customer support foundation: you have experience in customer support, customer success, operations, or a similar customer-facing role.
• Experience working with support tooling, such as ticketing systems, knowledge bases, and chat/phone systems.
• Excellent, empathetic communication: you can explain solutions clearly, even in stressful situations, and you know how to set expectations without losing warmth or trust.
• Structured problem solving: you can break down unclear issues, ask the right questions, and move things forward without getting stuck.
• Comfort with technical topics (high level): you can work with concepts like integrations, browsers, devices, and permissions — without needing to be an admin or engineer.
• Ownership and reliability: you follow through, keep stakeholders informed, and care about quality.
• Collaboration mindset: you enjoy working with different teams and helping build better ways of working.
• Language skills: Fluent German (C2) for customer communication, and solid English for internal collaboration.

OUR SUCCESS MINDSET – HOW WE WORK AT VOIZE

• Resilience is one of your strengths: you stay calm under pressure and see challenges as opportunities.
• Iteration suits you: you test, learn, and improve constantly instead of waiting for perfection.
• You value open communication and constructive feedback: and you contribute to a positive team culture.

GROWING TOGETHER – WHAT YOU CAN EXPECT AT VOIZE

• We are a fast-growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving healthcare professionals more time for real patient care
• We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from Germany
• Become a co-creator of our success with stock options
• Generous perks: 30 vacation days plus your birthday off, Germany Transport Ticket, Urban Sports Club, regular company off-sites, and access to learning platforms such as Blinkist and Audible
• You decide when you work best, that means flexible working hours and a good hybrid set-up.

We look forward to your application and can’t wait to meet you – no matter who you are or what background you have!