Customer Support Manager (m/w/d), 40h posted 1 day ago AssistMe Berlin, Germany

❯❯# Customer Support Manager (m/w/d), 40hPosted on October 24, 2025 (5 months ago)# Job description*Rethinking care – with you by the side of our customers*AssistMe is a young, growing health-tech startup with a big vision: We want to sustainably improve everyday care for all involved.With our digital care assistance system **alea**, we bring innovation directly to the bedside. Our sensor-based solution for incontinence and motion monitoring relieves caregivers, improves care for care recipients, and protects the environment at the same time.**What drives us:*** **More time for real care:** alea reduces unnecessary control rounds and simplifies processes* **More quality of life:** for residents who are cared for with dignity and individually* **Less burden:** for caregivers who can act more targeted* **Less waste:** through more efficient use of resourcesWe are currently rolling out our system in care facilities across Europe – and for that, we are looking for you: a new team member with technical understanding and a desire to make real impact.**About the role** You ensure that our customers feel well taken care of – not only because you are reachable, but because you actively monitor our systems, detect abnormalities early, and proactively contact before a signal becomes a problem.**Specifically, this means:*** **First-class customer contact & support** You take care of our customers via email, phone, and chat, prioritize concerns, and efficiently manage them through the support process – empathetic, solution-oriented, and reliable. Your goal: an outstanding customer experience and long-term satisfaction.* **Proactive system monitoring & customer contact*** **Build and manage support levels** You develop with us a scalable support structure (1st/2nd level, escalation paths), establish processes, roles, and interfaces, and seamlessly integrate external partners – with clear quality standards, knowledge base, and suitable trainings.* **Error analysis & customer-oriented product development** You analyze and reproduce technical errors, create comprehensible tickets, and accompany the solution in close cooperation with software, hardware, and firmware teams. From support cases and structured field feedback, you derive patterns and improvement needs, prioritize requirements, and bring them into roadmap, backlog, and specifications – as the clear voice of the users.You are thus not only **the company's voice outward** but also **the voice of the customers inward** – ensuring our product delivers what it promises.**Your profile – what you bring*** You are empathetic and service-oriented: You enjoy interacting with customers, especially in the care sector, and quickly recognize what they really need.* You think solution-oriented and take responsibility – when a problem occurs, you stay on it until it is resolved.* You have technical understanding or a desire to acquire it – our solution combines sensors, hardware, software, and cloud.* You communicate clearly, structured, and reliably – whether with caregivers, developers, or in internal team channels.* You work independently, carefully, and reliably – and can prioritize well, even when it's busy.* You speak and write fluent German – because our customers and partners work mainly in the German-speaking area.* Ideally, you already have experience in customer support, care, or operations – or you are eager to develop into this role.**Our benefits:*** Permanent employment contract and work with purpose* Salary depending on experience and qualification* Nice office in a central location* Flat hierarchies, agile team, and short decision-making paths* Team events and a diverse, international corporate culture* Detailed insights into the functioning of startups and the digital health industry* Employee benefits, such as Urban Sports ClubWe know that not every resume perfectly fits every position. If you are motivated and believe you are a good fit for us, we look forward to your application!Please send us your resume, a short (max. 5 sentences) motivation letter, and your desired start date.LocationBerlin, Germany
#J-18808-Ljbffr