Team Lead Patient Support (German Speaking)

Wellis; Rotterdam; Hybrid; EUR 40,000 - 67,000; Full time

Benefits offered by this job

Salary range €6,000 gross/mo

Pension plan

Learning budget

Monthly personal budget (Alleo)

25 vacation days

Holiday allowance 8%

Remote work EU up to 20 days/yr

Travel allowance

Hybrid work: 2 days Rotterdam office

High ownership

Job summary

Wellis, a fast-growing healthtech scale-up, is seeking a Manager Medical Customer Service in Rotterdam to lead the heart of the customer experience. You will manage a team of pharmacy technicians and nurses, shaping processes that balance medical thoroughness with customer satisfaction.

You will own coaching, KPI tracking, and cross-functional collaboration with product and tech teams to drive innovative care solutions and scalable operations.

Qualifications

• Pharmacy or Medicine background with 2+ years leading teams of 5+ people.
• Experience in scale-ups, ecommerce, digital health, or direct-to-consumer is a big plus.
• Strong systems thinking and collaboration with product/tech teams.

Responsibilities

• Lead the Medical Operations team, conduct 1-on-1 and team meetings, hire, develop and offboard staff.
• Improve the intake process and customer journey to ensure first-time-right outcomes.
• Drive digitalization initiatives, chatbot features and workflows to enhance patient care.

Skills

Leadership

Change management

Communicator

Analytical

People skills

Tech-savvy

Education

Pharmacy or Medicine

Job description

You are a leader and an operational builder. You are able to build a team that can continuously develop and improve to a higher level. You create structure and build a scalable operation.

This is a role with a high degree of ownership, interesting challenges and direct impact on the customer experience as well as growth of Wellis. If this challenge excites you, the this role is for you!

About Wellis

Wellis is a fast-growing healthtech scale-up reinventing one of the most traditional sectors: the pharmacy. What started just three ago has now grown into a profitable international company with tens of thousands of customers — and we are only getting started. By combining medical expertise with technology and data, we make healthcare smarter, more efficient, and more personalized.

At Wellis, you will join an ambitious team that acts fast, breaks conventions, and builds with impact. We create a space where talent feels at home: short communication lines, high ownership, and the energy of a scale-up. The market potential is huge — and this is your chance to help build a global player from the ground up.

About the Role

As the Manager Medical Customer Service, you will lead the team that forms the heart of our customer experience, together with our Managers (Morsel & Maarten). This team (consisting of pharmacy technicians, nurses, and others) handles intakes, prepares medical files and supports customers throughout their treatment to achieve their health goals.

Your role is twofold: you are a people manager and a process improver. While our medical experts ensure content quality, you ensure operational structure. You build an efficient machine in which customer satisfaction and medical thoroughness go hand in hand.

Your Responsibilities

• Leadership & Coaching: You manage the Medical Operations team. You conduct 1-on-1 meetings, team meetings, and are responsible for hiring, development, and (if necessary) offboarding. You drive KPIs (such as productivity and customer satisfaction) and ensure standard operational procedures across the board.

• Process Optimization: You analyze and improve the current intake process and customer journey. Where can things be made more efficient? You ensure files pass through the process right the first time ("first time right").

• Innovation: You contribute ideas regarding digitalization and the deployment of chat/check-in calls and other features to enhance customer treatment outcomes.

A Week in the Life

• Monday: Stand-up with your team, check last week's customer feedback, and launch an improvement initiative.

• Tuesday: Collaborate with Tech on a new chatbot feature and train your team on a new workflow.

• Wednesday: Analyze KPIs and share insights with the COO.

• Thursday: Hold 1-on-1s with your team members and coach them on tone-of-voice and service skills.

• Friday: Brainstorm with the Management Team on scalability and celebrate wins with your team at the Friday afternoon drinks.

Who You Are

• Education: Pharmacy or Medicine (or related fields).

• Experience: Demonstrable experience (2+ years) leading larger teams (5+ people).

• Big plus: Experience in a scale-up, e-commerce, digital health, or direct-to-consumer environment.

• Tech-savvy: You understand the importance of strong systems and enjoy collaborating with product/tech teams to improve them.

• Analytical: Knowledge of KPIs and data-driven working methods.

• People Skills: Excellent interpersonal skills.

• Change Manager: You know how to bring structure to a growing organization.

• Communicator: You easily bridge gaps between operational teams, physicians, and management.

What We Offer

• Salary Range: Up to €6,000 gross per month.

• Pension plan.

• Learning budget + growth and development opportunities.

• Monthly personal budget (Alleo).

• 25 vacation days + 8% holiday allowance.

• Remote work: Ability to work remotely up to 20 days per year within the EU.

• Travel allowance.

• Culture: Short lines of communication, speed, and continuous improvement.

• Hybrid work model: 2 days from our new office in Rotterdam and partly from home.

• High ownership: Freedom and space to execute your own ideas.

• Ambitious team: Learn from experienced colleagues while making a substantial personal impact.

If you have any questions, contact [e-mail]