Customer Care Team Lead

Customer Care Team Lead

As the strategic head of the customer-facing support team and patient support experience across both our consumer platform and NeuroNation MED, you will manage the care for users ranging from everyday consumers to patients treated for cognitive impairments, strokes, or other medical brain health conditions. Empathy and quality are essential.

What You’ll Do

• Lead, coach, and develop the customer care team, setting clear standards for quality, empathy, and responsiveness.
• Own the end-to-end customer support for both NeuroNation’s consumer product and NeuroNation MED, ensuring each touchpoint is handled with the appropriate tone and level of care.
• Define and track KPIs – CSAT, NPS, first response and resolution times – and report regularly to management and product teams.
• Develop and maintain support processes tailored to the specific requirements of a DiGA-prescribed product, including handling queries from patients, caregivers, and prescribing physicians.
• Build and maintain a comprehensive knowledge base and self-service resources for both patient and consumer audiences.
• Manage and optimize support tooling and CRM systems to improve team efficiency and the overall customer experience.
• Own onboarding and ongoing training for the CC team, including training on NeuroNation MED’s clinical context and patient-facing communication best practices.

What You Bring

• 5+ years of experience in customer experience, customer care, or customer success roles, with min. 2 years of proven leadership experience managing a customer support team.
• Native German speaker level with fluent English – both languages are used daily across our team and user base.
• Experience in a digital health, healthtech, or similarly regulated industry is a benefit – ideally with exposure to DiGA products, prescription workflows, or patient-facing support.
• Solid understanding of GDPR/DSGVO and sensitivity around handling health-related personal data.
• A natural ability to communicate with empathy and clarity across very different audiences – from a patient recovering from a stroke to a physician or health insurer.
• Data-driven mindset with experience using CX metrics to improve team performance and user satisfaction.
• Familiarity with support platforms such as Zendesk, or similar.
• Highly structured, proactive, and comfortable working in a fast-moving scale-up environment.

Why us?

NeuroNation is one of the leading companies in cognitive health, with over 30 million users. We are Europe’s premier digital brain training platform, dedicated to helping people improve their cognitive performance and mental well-being through science-backed exercises. Our work addresses the potential of digital neurological apps to enhance mental fitness and slow down mental aging. With NeuroNation MED, we take this mission a step further – offering a clinically validated digital health application (DiGA) prescribed by doctors to support patients in cognitive rehabilitation. We are at an exciting intersection of consumer tech and regulated healthcare, and we’re growing.

What We Offer

• A mission-driven role where your work directly impacts patients’ quality of life and cognitive recovery.
• The chance to shape the customer experience of one of Germany’s most recognized digital health companies.
• Flexible hybrid working in the heart of Berlin (Gendarmenmarkt).
• A collaborative, international team with deep expertise across tech, neuroscience, and healthcare.
• Competitive salary and benefits such as sponsored memberships in fitness studios and other sports courses, an education budget for your personal development, and a JobTicket.

About Us

NeuroNation is a digital health company with the mission to help millions of people regain, maintain, and improve cognitive and mental health. Supported by the Ministry of Research in several projects and awarded with the AOK-Leonardo - a digital prevention award funded by the Ministry of Health - we possess the resources and products to pursue our mission, together with clinicians and researchers worldwide.

Why You Should Join NeuroNation

At NeuroNation, we are not just creating products; we are making a real difference in people’s lives. Our mission to revolutionize cognitive health through science-based brain training means that every challenge we design and every feature we develop has a purpose. We aim to help individuals live healthier, more fulfilling lives.

Impactful Work

Working with us means contributing to a product that profoundly impacts cognitive health. Our brain training programs, backed by cutting-edge neuroscience and cognitive psychology, are designed to enhance cognitive functions, improve working memory, and elevate our users’ quality of life.

Inspiring Environment

At NeuroNation, you will join a vibrant team of passionate and innovative professionals. We believe collaboration and creativity thrive in a fun and inclusive environment. From team-building activities to spontaneous brainstorming sessions, we make sure that work is both productive and enjoyable.

Work Wherever You Thrive (dependent on role)

While our headquarters is in Berlin, Germany, our team is spread across Europe. If you are based in Berlin, we warmly encourage you to join us in the office to collaborate and connect in person. If you are not in Berlin, feel free to work remotely — from one of our offices, a co-working space, or your home — anywhere within ±2 hours of Berlin (CET). With all our tools in the cloud and weekly video catch-ups, you will stay connected, supported, and productive no matter where you are.

Flexible Hours

Our flexible working hours and remote work policy let you tailor your work schedule to fit your lifestyle, ensuring you can perform at your best.