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Taxtalente.de
Head of Customer Service & Experience (m / f / d) Remote
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
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
Tools
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.
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
- 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
- #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.
* Der Gehaltsbenchmark wird auf Basis der Zielgehälter bei führenden Unternehmen in der jeweiligen Branche ermittelt und dient Premium-Nutzer:innen als Richtlinie zur Bewertung offener Positionen und als Orientierungshilfe bei Gehaltsverhandlungen. Der Gehaltsbenchmark wird nicht direkt vom Unternehmen angegeben. Er kann deutlich über bzw. unter diesem Wert liegen.
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