Manager Customer Support & Service Excellence

Brainlab; München; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading healthtech company in Munich seeks a Manager for Customer Support & Service Excellence. This role involves building a service team, enhancing customer experiences, and implementing support solutions. Ideal candidates have a strong background in IT support with leadership experience, and are fluent in German and confident in English. Flexible hours and modern workspace are included.

Leistungen

Flexible working hours

Secure bicycle storage

Subsidized catering service

Subsidized gym membership

Modern workspace with roof terrace

Qualifikationen

• Experience in technical or IT support is required.
• Several years of experience ideally with leadership responsibilities.
• Strong digital mindset needed for building systems.

Aufgaben

• Establish and scale service and support function focusing on quality and speed.
• Design processes and workflows for quick resolution of support requests.
• Collaborate with Product, Development, IT, and partners for customer-centric solutions.
• Use KPIs and feedback to continuously improve satisfaction.
• Implement modern support platforms that are scalable.

Kenntnisse

Technical support experience

Leadership responsibilities

Strong digital mindset

Solution-oriented communication

Fluency in German

Confidence in English

Confident English

Ausbildung

Background in technology or business

Jobbeschreibung

Company Description

Founded in 2020 and headquartered in Munich, Snke is transforming healthtech with scalable, data-driven innovation powered by AI and big data analytics. We're experts specializing in large platforms, digital health and software-driven medical technology. By delivering a trusted orchestration layer, Snke empowers healthcare providers, societies, registries, agencies and all partners to deploy cutting‑edge solutions for safe and efficient interventions and enhances patient outcomes. Beyond our Munich headquarters, we have core teams in Chicago, Heidelberg, San Diego and Tel Aviv. Snke fosters global collaboration to create technologies that are smart, enabling and holistic—helping healthcare providers deliver meaningful change.

Job Description

At Snke, we believe that exceptional support is the foundation of lasting partnerships. As our Manager Customer Support & Service Excellence, you’ll build and lead this function from the ground up — shaping how we support hospitals and clinical societies with empathy, precision, and technical excellence.

Your Mission

• Build & Lead: Establish and scale our service and support function — operationally and strategically — with a clear focus on quality, speed, and customer delight.
• Create Impact: Design smart processes and workflows that resolve support requests quickly and competently, always with a human touch.
• Collaborate Deeply: Work hand-in-hand with Product, Development, IT, and external partners to deliver sustainable, customer-centric solutions.
• Drive Excellence: Use KPIs, feedback, and monitoring tools to continuously raise the bar — turning satisfaction into genuine enthusiasm.
• Shape the Future: Implement modern support platforms (ticketing, self-service, etc.) that make our offering scalable and future-ready.

Qualifications

• Background in technology or business — through studies or vocational training.
• Several years of experience in technical or IT support, ideally with first leadership responsibilities.
• Strong digital mindset and excitement for building systems from scratch.
• Clear communicator with a solution-oriented approach and a passion for service.
• Fluent in German, confident in English.

Additional Information

• A mutually-supportive, international team
• Opportunity to build career experience in an exciting international company with a lasting impact on medical technology based in Munich
• Flexible working hours
• Secure bicycle storage room
• Subsidized catering service
• Subsidized Gold Gym membership
• Centrally located, modern work spaces with a great 212m² roof terrace

Ready to apply? We look forward to receiving your online application including your first available start date.

Contact person: Tatjana von Freyberg