Manager Customer Support & Service Excellence
At Snke, we believe that exceptional support is the foundation of lasting partnerships. As our Manager Customer Support & Service Excellence, you’ll build and lead this function from the ground up — shaping how we support hospitals and clinical societies with empathy, precision, and technical excellence.
Your Mission
- Build & Lead: Establish and scale our service and support function — operationally and strategically — with a clear focus on quality, speed, and customer delight.
- Create Impact: Design smart processes and workflows that resolve support requests quickly and competently, always with a human touch.
- Collaborate Deeply: Work hand-in-hand with Product, Development, IT, and external partners to deliver sustainable, customer-centric solutions.
- Drive Excellence: Use KPIs, feedback, and monitoring tools to continuously raise the bar — turning satisfaction into genuine enthusiasm.
- Shape the Future: Implement modern support platforms (ticketing, self-service, etc.) that make our offering scalable and future-ready.
Qualifications
- Background in technology or business — through studies or vocational training.
- Several years of experience in technical or IT support, ideally with first leadership responsibilities.
- Strong digital mindset and excitement for building systems from scratch.
- Clear communicator with a solution-oriented approach and a passion for service.
- Fluent in German, confident in English.
Additional Information
- A supportive, international team connected by shared values and a culture of trust
- Meaningful responsibilities with a lasting impact on global healthtech, improving medical decisions and patient outcomes
- 30 vacation days, plus December 24th and December 31st
- Flexible working hours and a hybrid work model within Germany
- Bike leasing via our partner “BikeLeasing”
- Parking garage and secure underground bike storage
- Subsidized company restaurant and in‑house café
- Urban Sports Club membership with employer contribution
- Regular after‑work, team, and company events
- Centrally located, modern workspace with a 212 m² rooftop terrace
Ready to apply? We look forward to receiving your online application including your first available start date.
Contact person: Tatjana von Freyberg