Team Lead Customer Care

**Company Description**
Mint Medical, a subsidiary of Brainlab, is a global MedTech company in the field of data-driven radiology and one of the crucial pioneers of personalized medicine.

Radiology is at the center of interdisciplinary communication and presents patient cases in multimedia reports. Our mission is to specifically support radiologists in their reporting and communication and to make the data available in radiological images usable for this purpose. In this way, especially in the case of complex diseases such as cancer, informed therapeutic decisions can be made and new therapies developed to cure patients or improve their quality of life.

Therefore, university clinics, hospitals, and radiological practices as well as leading contract research organizations (CRO), pharmaceutical and biotechnological companies worldwide work with our software solutions.
- ** Team Leadership**: Manage, mentor, and motivate a team of customer support specialists to ensure they meet performance objectives, maintain high-quality service standards, and continuously improve customer satisfaction levels.
- ** Customer Issue Resolution**: Act as an escalation point for complex or critical support issues, working closely with customers to troubleshoot and resolve technical problems related to our medical device software solutions.
- ** Customer Communication**: Maintain positive relationships with customers, ensuring timely and clear communication during support interactions and follow-ups.
- ** Process Improvement**: Collaborate with internal teams (product, engineering, etc.) to identify trends in customer feedback, suggest improvements to software functionality, and help develop new support processes or resources.
- ** Collaboration with Other Departments**: Work closely with product, engineering, and quality assurance teams to ensure a seamless flow of information regarding product updates, issue resolution, and customer concerns.
- ** Documentation & Knowledge Base**: Oversee the creation and maintenance of internal knowledge bases and documentation.
- ** Compliance & Quality Assurance**: Ensure that customer support activities adhere to regulatory and compliance standards.

**Qualifications**
- Bachelor’s degree in a relevant field (e.g., Healthcare, Engineering, Information Technology, or related fields) or equivalent work experience.
- Minimum of 3-5 years of experience in customer support or other areas with relevance
- Experience working within the medical device, healthcare, or software industry, with a strong understanding of product life cycles and industry regulations (e.g., FDA, HIPAA, ISO).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Strong technical aptitude and ability to quickly learn new software systems.
- Proven experience in managing a team, including performance reviews, goal setting, and professional development.
- Ability to develop and implement strategies for improving customer experience and support team efficiency.
- very good English and German language skills

**Preferred Qualifications**:

- 1-2 years or more in a leadership or supervisory role.
- Familiarity with software as a medical device or related technologies, familiarity with Windows Server, SQL, DICOM, HL7, Docker
- Education or certification in project management, customer support management, or related fields.
- Knowledge of CRM tools, ticketing systems, and customer support platforms (e.g., JIRA, SalesForce).
- Experience in troubleshooting and providing technical support for software products.

**Additional Information**
- A mutually-supportive, international team
- Meaningful work with a lasting impact on medical technology
- 30 vacation days, plus December 24th and December 31st
- Regular team, and company events
- Comprehensive training and continuing education opportunities offered by Brainlab

Contact person: Daniel Sypli