Customer Care Team Lead

At FORMEL SKIN, we're at the forefront of revolutionizing dermatology and reshaping the landscape of healthcare. Our mission is to establish a global online dermatology clinic, making highly effective dermatological treatments easily accessible to all. We've made significant strides, garnering support from some of Europe's most prominent health and consumer investors.

To date, we've successfully provided over one million treatments to our patients. Our dynamic team is passionate, ambitious, and brings a wealth of experience from successful health and consumer tech ventures. Based in Berlin, a city known for its vibrancy, we're committed to expanding our reach and impact, offering you the opportunity to be part of our exciting journey.

As the Customer Care Lead (m/f/d), you'll play a critical role in ensuring our patients receive world-class care while also leading and mentoring our Customer Success team. Your leadership and insights will directly impact patient satisfaction, team efficiency, and FORMEL SKIN's mission to democratize dermatology and improve healthcare accessibility.

What You'll Be Doing

• Customer Retention & Experience: Drive long-term customer satisfaction and retention through outstanding service delivery and tailored support strategies.
• Customer Insights & Feedback Loops: Systematically gather and analyze customer feedback to inform process improvements and elevate the overall experience.
• KPI Monitoring & Performance Optimization: Track key customer success metrics to uncover trends, address pain points, and optimize outcomes.
• Growth Opportunities: Identify and implement initiatives for upselling, cross-selling, and deepening customer engagement.
• Cross-Functional Collaboration: Work closely with Product, Marketing, Medical, Supply Chain Management, and Engineering teams to align on customer-centric initiatives and ensure seamless service delivery.
• Team Leadership & Development: Lead, coach, and empower the Customer Care team, foster a culture of empathy, ownership, and high performance.

What You Need To Succeed

• Leadership Experience in Customer Care: Proven ability to guide, motivate, and develop high-performing teams.
• Communication Strength: Excellent stakeholder management and customer interaction skills, with a clear and empathetic communication style.
• Conceptual skills: Strength to design, implement, and evolve scalable processes and customer success strategies.
• Analytical Thinking: Strong experience working with Excel or Google Sheets and data interpretation skills to drive decision-making and continuous improvement.
• Customer-Centric Approach: A deep understanding of customer needs and a proactive approach to delivering value at every touchpoint.
• Tool Proficiency: Familiarity with Zendesk or similar platforms to ensure smooth case handling and support processes.
• Hands-On Attitude: Willingness to roll up your sleeves and actively contribute to operational challenges.
• Language skills: fluent in German and English.
• Resilience & Mindset: A positive, solution-oriented mindset, especially in fast-paced or high-pressure situations.

*Why work with us?*

• A great opportunity to shape the future of customer care: At FORMEL SKIN, you will have the chance to directly influence how we engage with and support our customers. By leading our Customer Care team and driving innovative customer service strategies, you'll play a pivotal role in enhancing customer satisfaction and loyalty. Join a passionate and ambitious team dedicated to redefining dermatology and improving healthcare accessibility to our patients.
• Benefits to perfectly fit you: every candidate is unique, and we're dedicated to supporting your specific needs and aspirations. To support this, we offer a diverse benefits package including 28 days vacation, a NAVIT or Urban Sports Club membership, employee discounts on our products, a professional development budget, flexible working hours & a remote work allowance.
• Building a great team together: At FORMEL SKIN, we believe that building a great team and fostering strong interpersonal relationships are fundamental to our success. If you're passionate about collaborating with like-minded individuals, you'll appreciate our approach, which includes regular company events, a team event budget, and bonuses for employee referrals.