Job description

• More time for real care: alea reduces unnecessary control rounds and simplifies processes
• More quality of life: for residents who are cared for with dignity and individually
• Less burden: for caregivers who can act more targeted
• Less waste: through more efficient use of resources

• First-class customer contact & support
  You take care of our customers via email, phone, and chat, prioritize concerns, and efficiently manage them through the support process – empathetic, solution-oriented, and reliable. Your goal: an outstanding customer experience and long-term satisfaction.
• Proactive system monitoring & customer contact
  You monitor dashboards, alarms, and health checks, identify risks (e.g., failures, misconfigurations, hardware warnings) and proactively inform customers with clear recommendations. Where possible, you initiate immediate measures and document them.
• Build and manage support levels
  You develop with us a scalable support structure (1st/2nd level, escalation paths), establish processes, roles, and interfaces, and seamlessly integrate external partners – with clear quality standards, knowledge base, and suitable trainings.
• Error analysis & customer-oriented product development
  You analyze and reproduce technical errors, create comprehensible tickets, and accompany the solution in close cooperation with software, hardware, and firmware teams. From support cases and structured field feedback, you derive patterns and improvement needs, prioritize requirements, and bring them into roadmap, backlog, and specifications – as the clear voice of the users.

• You are empathetic and service-oriented: You enjoy interacting with customers, especially in the care sector, and quickly recognize what they really need.
• You think solution-oriented and take responsibility – when a problem occurs, you stay on it until it is resolved.
• You have technical understanding or a desire to acquire it – our solution combines sensors, hardware, software, and cloud.
• You communicate clearly, structured, and reliably – whether with caregivers, developers, or in internal team channels.
• You work independently, carefully, and reliably – and can prioritize well, even when it's busy.
• You speak and write fluent German – because our customers and partners work mainly in the German-speaking area.
• Ideally, you already have experience in customer support, care, or operations – or you are eager to develop into this role.

• Permanent employment contract and work with purpose
• Salary depending on experience and qualification
• Nice office in a central location
• Flat hierarchies, agile team, and short decision-making paths
• Team events and a diverse, international corporate culture
• Detailed insights into the functioning of startups and the digital health industry
• Employee benefits, such as Urban Sports Club