Team Lead Technical Support (x/f/m)
Doctolib is seeking a Team Lead Technical Support (x/f/m) to oversee the Technical Services team in Berlin, Germany. This role involves managing a team dedicated to assisting healthcare professionals in effectively utilizing Doctolib's B2B SaaS solutions, thereby enhancing the digital transformation of the healthcare sector.
The Team Lead will be responsible for the effectiveness and efficiency of the Technical Support organization by continuously evaluating performance and processes. Key duties include leading and developing Technical Services Engineers, monitoring key performance indicators to strategically advance customer service, analyzing support inquiries to improve customer satisfaction, and collaborating with various teams to implement proactive solutions.
Candidates should have proven leadership experience in technical support and team management, experience in change management and IT systems, a customer-oriented mindset with strong communication skills in both German and English (minimum C1 level), and a degree in computer science, engineering, or a related field. Experience in e-health, familiarity with PVS/EHR/PMS applications, agile methodologies, and conflict management are advantageous.
Doctolib offers a comprehensive benefits package, including a company-sponsored Deutschlandticket for office or hybrid workers, occupational health insurance with additional services, 28 vacation days plus one additional day for each full year of employment (up to 30 days), the opportunity to work up to 10 days per year from abroad, a company pension plan with a 40% employer contribution (15% during the probation period), the Doctolib Parent Care Program offering an extra month of parental leave, free mental health and coaching sessions through an external partner, healthy snacks and regular breakfast buffets, meal vouchers, and a subsidized sports program with Urban Sports Club.
Joining Doctolib means becoming part of a mission-driven company committed to improving healthcare access and efficiency. The company fosters a diverse and inclusive work environment, emphasizing continuous learning and development, and offers opportunities to work with cutting-edge AI tools to enhance problem-solving and service quality.