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

Dr. Ansay; Deutschland; Remote; EUR 75.000 - 95.000; Vollzeit

Zusammenfassung

A leading digital health platform in Germany is seeking a Head of Customer Service & Experience to lead a multilingual team focused on patient service and satisfaction. The role involves designing smart systems powered by AI and scaling operations for optimal performance. Ideal candidates will have extensive experience in customer experience and operations, with a strategic mindset and strong communication skills.

Leistungen

Attractive compensation

Creative freedom

Growth opportunities

Qualifikationen

• 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 and automation tools.

Aufgaben

• Lead and scale a multilingual, automation-first patient service team.
• Design the CX architecture across support and retention.
• Implement automation that enhances speed and satisfaction.

Kenntnisse

Leadership in CX

Scaling operations

Knowledge of support platforms

Strategic mindset

Strong communication skills

Tools

Automation tools

Performance metrics tools

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.

Role

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.

Overview

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.