Technical Support Team Lead (m/f/d)

Voize; Berlin; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A healthcare technology company in Berlin seeks a Technical Support Team Lead to enhance customer support services. Your role includes managing a team, driving support efficiency, and maintaining high customer satisfaction. The ideal candidate has over 5 years of experience in customer support, particularly in SaaS, with strong leadership skills and fluency in German. This position offers a dynamic work environment and generous benefits, including flexible hours and numerous perks that emphasize professional growth.

Leistungen

30 vacation days plus birthday off

Germany Transport Ticket

Urban Sports Club membership

Access to learning platforms like Blinkist and Audible

Qualifikationen

• Over 5 years in Customer Support/Technical Support in SaaS, with 2+ years in leadership roles.
• Strong background in support tooling and analytics.
• Experience in driving support efficiency and customer satisfaction improvements.

Aufgaben

• Lead and manage the Customer Support team across tiers.
• Own support KPIs: response and resolution times, CSAT.
• Build and maintain structured support processes.

Kenntnisse

Customer Support/Technical Support experience

Support tooling knowledge

Driving support efficiency

Data-driven decision making

Managing high-pressure escalations

Coaching and mentoring

Self-starter mindset

Fluent in German (C2)

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: Maximize adoption & drive success!

We are seeking a Technical Support Team Lead to lead our frontline support team. This role owns incident resolution, customer satisfaction, and support efficiency. The Team Lead is accountable for ensuring fast, consistent, and scalable support delivery across verticals, while building out knowledge management and automation capabilities.

🚀 Your Daily Business – No two days are alike

• Lead and manage the Customer Support team (ICs across tiers)

• Own support KPIs: first response time, resolution time, CSAT

• Build and enforce structured support processes (routing, escalation, tiering)

• Partner with Product/Engineering on bug reporting and feedback loops

• Build self-service/automation capabilities (knowledge base, academy integration)

• Maintain workforce management: shift coverage, workload balancing, hiring needs

• Ensure support team is trained on both core and vertical‑specific product features

• Own and lead the technical integration process in collaboration with the team

• Maintain customer exposure (Owning 30% of tickets to be close to the role and see challenges first‑hand)

🤝 Your Skillset – What you bring to the table

• 5+ years in Customer Support/Technical Support in SaaS, with 2+ years leadership

• Strong background in support tooling (ticketing, routing, analytics)

• Proven track record in driving support efficiency and CSAT improvements

• Operationally rigorous, data‑driven decision maker

• Skilled at managing high‑pressure escalations while maintaining team morale

• Natural coach: develops ICs and mentors Vertical Leads

• Hyper Scale Experience with a self‑starter mindset

• Fluent in German (C2), to effectively support our German customer base and a good command of English

🎯 Our Success Mindset – How we work at voize

• You are an active listener and strong communicator, capable of engaging stakeholders at all levels.

• You see challenges as opportunities, bringing a proactive and solution‑oriented mindset.

• You thrive in a fast‑paced, iterative environment, constantly seeking ways to improve customer experiences.

• You take ownership of your work, holding yourself accountable for customer outcomes and success.

• You are a coach, not a manager. You are ready to work hands‑on in the role as needed.

🌱 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

✨ Ready to talk? Apply now! 🚀

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