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. You will lead a multilingual team, design smart systems for patient satisfaction, and implement automation to improve service quality. The ideal candidate has over 5 years of experience in customer experience leadership. This role offers attractive compensation, creative freedom, and opportunities for personal development.

Leistungen

Attractive Compensation

Creative Freedom

Growth Opportunities

Qualifikationen

• 5+ years in CX, Lifecycle, or Operations with 2+ years in leadership.
• Experience scaling CX in fast-growing environments.
• Strong knowledge of support platforms and automation tools.

Aufgaben

• Lead and scale a multilingual patient service team.
• Design CX architecture across support, lifecycle, and retention.
• Implement automation to enhance speed and satisfaction.

Kenntnisse

CX Leadership

Communication

Operational Strategy

Automation Tools

Support Platforms

Jobbeschreibung

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.

Head of Customer Service & Experience

As 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.
• Attractive Compensation: Enjoy a top-notch salary.
• Creative Freedom: Your ideas matter—bring them to life!
• Team Spirit: Collaborate with passionate small teams that make a big impact.
• Growth Opportunities: Dedicate time to personal development and continuous learning.