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 specifically
• Less waste: through more efficient use of resources

• First-class customer contact & support
  You support our customers via email, phone, and chat, prioritize concerns, and efficiently manage them through the support process - empathically, solution-oriented, and reliably. Your goal: an outstanding customer experience and long-term satisfaction.
• Proactive system monitoring & customer communication
  You monitor dashboards, alarms, and health checks, identify risks (e.g., failures, misconfigurations, hardware warnings), and proactively inform customers with clear recommendations for action. Where possible, you initiate immediate measures and document them.
• Building and managing support levels
  You develop 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 appropriate training.
• Error analysis & customer-near product development
  You analyze and reproduce technical errors, create comprehensible tickets, and accompany the solution in close cooperation with the software, hardware, and firmware teams. From support cases and structured field feedback, you derive patterns and improvement needs, prioritize requirements, and bring them into the roadmap, backlog, and specifications - as the clear voice of the users.

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

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