Team Lead Customer Care / Senior Support Specialist

Job Title: Team Lead Customer Care / Senior Support Specialist, Heidelberg

Client: Mint Medical GmbH

Location: Heidelberg

Job Category: Other

EU work permit required: Yes

Job Reference: 9a23e245f64f

Job Views: 1

Posted: 24.05.2025

Expiry Date: 08.07.2025

Job Description

1. Team Leadership: Manage, mentor, and motivate a team of customer support specialists to ensure they meet performance objectives, maintain high-quality service standards, and continuously improve customer satisfaction levels.
2. Customer Issue Resolution: Act as an escalation point for complex or critical support issues, working closely with customers to troubleshoot and resolve technical problems related to our medical device software solutions.
3. Customer Communication: Maintain positive relationships with customers, ensuring timely and clear communication during support interactions and follow-ups.
4. Process Improvement: Collaborate with internal teams (product, engineering, etc.) to identify trends in customer feedback, suggest improvements to software functionality, and help develop new support processes or resources.
5. Collaboration with Other Departments: Work closely with product, engineering, and quality assurance teams to ensure a seamless flow of information regarding product updates, issue resolution, and customer concerns.
6. Documentation & Knowledge Base: Oversee the creation and maintenance of internal knowledge bases and documentation.
7. Compliance & Quality Assurance: Ensure that customer support activities adhere to regulatory and compliance standards.

Qualifications

1. Bachelor’s degree in a relevant field (e.g., Healthcare, Engineering, Information Technology, or related fields) or equivalent work experience.
2. Minimum of 3-5 years of experience in customer support or related areas.
3. Strong systematic problem analysis and resolution skills.
4. Experience in the medical device, healthcare, or software industry, with knowledge of product life cycles and industry regulations (e.g., FDA, HIPAA, ISO).
5. Excellent communication, interpersonal, and problem-solving skills.
6. Ability to work under pressure and manage multiple priorities in a fast-paced environment.
7. Strong technical aptitude and quick learning ability for new software systems.
8. Proven experience managing a team, including performance reviews, goal setting, and professional development.
9. Ability to develop and implement strategies for customer experience and support team efficiency improvements.
10. Very good English and German language skills.

Preferred Qualifications

1. 1-2 years or more in a leadership or supervisory role.
2. Familiarity with software as a medical device, Windows Server, SQL, DICOM, HL7, Docker.
3. Education or certification in project management, customer support management, or related fields.
4. Knowledge of CRM tools, ticketing systems, and customer support platforms (e.g., JIRA, Salesforce).
5. Experience troubleshooting and supporting software products.

Additional Information

• A mutually-supportive, international team
• Meaningful work with a lasting impact on medical technology
• 30 vacation days, plus December 24th and 31st
• Regular team and company events
• Comprehensive training and continuing education opportunities

Interested candidates are encouraged to apply online with your earliest start date and desired salary. Contact person: Elisabeth Karro