Customer Support Team Lead

**Why voize? Because we’re more than just a job**:
**At voize, we are revolutionizing the care industry with AI**: Care workers simply speak their documentation into their smartphone, and our AI automatically generates the correct entries. This saves each care professional an average of **39 minutes per day**, improves documentation quality, and makes their workday significantly more efficient and enjoyable.

voize is Y Combinator-funded, already used in over **1000 senior care facilities**, and has grown **100% in the last 90 days**. Our customers save over **3.5 million hours** annually—time that is spent on people instead of paperwork.

But this is just the beginning. With our proprietary voize AI, we are not only transforming the healthcare industry, but also have the potential to create value across multiple industries—from healthcare to inspections.

As a dynamic team, we combine cutting-edge technology with social impact.

**Your Mission: Maximize adoption & drive success**:
We are seeking a **Customer Support Team Lead**to lead our frontline support team. This role owns **incident resolution, customer satisfaction, and support efficiency**. The Team Lead is accountable for ensuring fast, consistent, and scalable support delivery across verticals, while building out knowledge management and automation capabilities.

**Your Daily Business - No two days are alike**:

- **Lead and manage** the Customer Support team (ICs across tiers)

- **Own support KPIs**: first response time, resolution time, CSAT

- **Build and enforce** structured support processes (routing, escalation, tiering)

- **Partner with Product/Engineering** on bug reporting and feedback loops

- **Build self-service/automation**capabilities (knowledge base, academy integration)

- **Maintain workforce management**: shift coverage, workload balancing, hiring needs

- **Ensure support team is trained** on both core and vertical-specific product features

- **Own and lead**the technical integration process in collaboration with the team

- **Maintain customer exposure** (Owning 30% of tickets to be close to the role and see challenges first-hand)

**Your Skillset - What you bring to the table**:

- **5+ years in Customer Support/Technical Support** in SaaS, with **2+ years leadership.**

- Strong background in **support tooling**(ticketing, routing, analytics).

- Proven track record in driving support efficiency and **CSAT improvements**.

- **Operationally rigorous**, data-driven decision maker.

- Skilled at managing high-pressure escalations while maintaining** team morale.**

- **Natural coach**: develops ICs and mentors Vertical Leads.

- Hyper Scale Experience with a **self-starter mindset**

- **Fluent in German (C2),** to effectively support our German customer base and a good command of English.

**Our Success Mindset - How we work at voize**:

- **You are an active listener and strong communicator**, capable of engaging stakeholders at all levels.

- **You see challenges as opportunities**, bringing a proactive and solution-oriented mindset.

- **You thrive in a fast-paced, iterative environment**, constantly seeking ways to improve customer experiences.

- **You take ownership of your work**, holding yourself accountable for customer outcomes and success.

- **You are a coach,**not a manager. You are ready to work hands-on in the role as needed.

**Growing together - what you can expect at voize**:

- We are a fast-growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving healthcare professionals more time for real patient care

- We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from Germany

- Become a co-creator of our success with stock options

- Generous perks: 30 vacation days plus your birthday off, Germany Transport Ticket, Urban Sports Club, regular company off-sites, and access to learning platforms such as Blinkist and Audible

- You decide when you work best, that means flexible working hours and a good hybrid set-up