Head of Customer Service & Experience (m / f / d) - Remote

Dr. Ansay; Berlin; Remote; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading digital health platform in Berlin is seeking a Head of Customer Service & Experience to lead their patient service team. This role demands a strategic mindset to build efficient systems powered by AI, with responsibilities that include designing customer experience architecture and implementing automation. Ideal candidates will have over five years of experience in customer experience and operations, particularly in tech environments.

Leistungen

Top-notch salary

Creative freedom

Growth opportunities

Qualifikationen

• 5+ years in customer experience or operations, with leadership experience.
• Experience scaling customer experience in tech environments.
• Deep knowledge of performance metrics related to CX.

Aufgaben

• Lead a multilingual, automation-first patient service team.
• Design the CX architecture leveraging AI and smart tooling.
• Implement automation to enhance patient service speed.

Kenntnisse

CX management

Leadership

Automation tools

Communication skills

Tools

Customer support platforms

Automation software

Jobbeschreibung

Overview

Shape the next chapter of patient-centered healthcare — with elegance, speed, and heart.

About Us:

At DrAnsay, we’re one of Europe’s fastest-growing digital health platforms, giving thousands of patients seamless access to medical cannabis. With a bold vision and AI-first approach, we’re building a healthcare experience that’s intuitive, personal, and loved by our users.

Role: Head of Customer Service & Experience — you’ll join a high-talent, high-trust environment where CX is strategic. You’ll lead our next wave of scale with creativity and precision — designing smart, human-centric systems that power satisfaction and growth.

Your Mission:

• Lead and scale a lean, multilingual, automation-first patient service team
• Design the CX architecture across support, lifecycle, logistics, and retention — powered by AI and smart tooling
• Implement automation that enhances speed and satisfaction: GPT-based flows, internal copilots, proactive nudges
• Build insight loops with Product, Tech, and Marketing — turning patient feedback into growth
• Standardize operations with clear ownership, smart SOPs, and scalable processes
• Act as the voice of the patient in strategic decisions — bringing empathy, clarity, and data to the table

Key Responsibilities:

• 5+ years in CX, Lifecycle, or Operations — with at least 2 years in a leadership role
• Proven experience scaling CX in fast-growing or tech-driven environments
• Deep knowledge of support platforms, automation tools, and performance metrics
• Strategic mindset, hands-on execution, and a love for building clean systems
• Strong communication — clear, direct, and inspiring across functions
• Bonus: healthtech, regulated markets, or medical cannabis experience

What We Offer:

• #Healthy420: Be part of the future of healthcare, enabling safe access to medical cannabis.

• #AttractiveCompensation: Enjoy a top-notch salary.

• #CreativeFreedom: Your ideas matter—bring them to life!

• #TeamSpirit: Collaborate with passionate small teams that make a big impact.

• #GrowthOpportunities: Dedicate time to personal development and continuous learning.