Technical Services Manager (x/f/m)
Doctolib is seeking a Technical Services Manager to lead a team dedicated to providing exceptional technical support and onboarding services to healthcare professionals. As part of the Customer Care team, this role ensures that new clients are effectively integrated and existing clients receive timely assistance, contributing to the seamless adoption of Doctolib's solutions.
The Technical Services Manager will oversee the effectiveness and efficiency of the technical support organization by continuously evaluating performance and processes. Responsibilities include the professional and disciplinary leadership and development of a support team comprising five Technical Services Engineers. The role also involves monitoring key performance indicators to strategically enhance customer service and analyzing support requests to implement measures that improve customer satisfaction.
Candidates should have proven leadership experience in technical support and extensive team management expertise. A background in change management, familiarity with IT systems, and understanding of operational and security risks are essential. A bachelor's degree in computer science, engineering, or a related field is required. Applicants must possess a customer-oriented mindset, strong communication skills, and proficiency in both German and English at the C1 level. The ability to collaborate across departments is also crucial.
Doctolib offers a comprehensive benefits package, including a company-sponsored health insurance plan with additional services, 28 vacation days plus one additional day for each full year of employment (up to a maximum of 30 days), and the opportunity to work up to 10 days per year from within the EU or the UK. The Doctolib Parent Care Program provides an extra month of parental leave, among other benefits. Employees also have access to free mental health and coaching sessions through an external partner, a company-sponsored Germany ticket for public transportation, 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 for all. The organization values diversity and evaluates applications based solely on qualifications and motivation, fostering an inclusive and supportive work environment.