Customer Experience Manager (m/w/d)
Posted on September 24, 2025 (about 3 hours ago)
Job Description
The average waiting time for a therapy place in Germany is 5-6 months, and many affected individuals never receive effective help. Sympatient is building the first Digital Mental Health Clinic in Europe by combining psychotherapy, technology, and data-driven care.
Our offerings Invirto® (therapy against anxiety) and Beavivo combine digital psychotherapy products with accessible care in a nationwide network of immediately available therapy places.
A strong Therapy Operations team is needed to ensure smooth and efficient therapy processes for patients and therapists. As Customer Experience Manager, you will develop and continuously improve efficient processes for our Customer Support, working closely with Therapy Operation Team Leads and other stakeholders. You will contribute significantly to ensuring our patients feel fully supported throughout their therapy.
Your Mission
You are responsible for excellently executing a smooth therapy experience for our patients. You establish and continuously optimize efficient therapy processes. You are the expert for all patient care procedures and the contact person for other teams and stakeholders.
- Systematic development and improvement of processes and workflows around the therapy experience for patients
- Continuous monitoring and optimization of processes through automation
- Operational quality control: structured collection and evaluation of patient feedback
- Recording and implementation of requirements from project managers, legal frameworks, etc.
- Contact and collaboration with stakeholders (Therapy Operations Team Leads, Product Management, Marketing)
- Knowledge management and process documentation for daily implementation
What We Offer
- A meaningful job at the intersection of psychology and digitalization, improving patient care
- Team culture and regular events, rated 8.8/10 in the last employee survey
- Steep learning curve with insights into an innovative mental health startup, autonomy, interesting tasks, and room for your own ideas
- Agile environment using project management tools and methods for clear goals and performance measurement
- Benefits including 30 days of vacation, choice between Urban Sports Club membership or Givve Card (50€ per month), and 25% company pension contribution
- Annual training budget of 500€
- Employee participation program (VSOP)
- Flexible and hybrid working with home office days in agreement with team lead
- Office in central Hamburg with amenities like organic fruit, coffee, drinks, and snacks
What We Look For
- Motivated to improve patient care by optimizing therapy experience throughout the customer journey
- At least 1-2 years experience in customer-oriented environments such as customer service, sales, consulting, project work, or product management
- Experience in roles with responsibility for small projects or implementing new processes in daily operations preferred
- Strong hands-on mentality seeking pragmatic solutions to daily challenges
- Structured, independent work style with desire to optimize processes
- Flexibility and willingness to adapt to constant change and new tasks
- Proactive, clear, and empathetic communication skills to engage stakeholders
- Completed degree in business administration, communication, psychology, engineering, or similar
- Willingness to take responsibility and improve mental health care
- Native-level German and very good English skills (at least C1)
Application Instructions
Apply with your resume directly via our application form. We will get back to you within one week. For questions, please email [email protected].
We look forward to meeting you! 🚀
We value diversity and strive to create an inclusive workplace welcoming people with different backgrounds. Discrimination based on skin color, religion, origin, gender, physical impairment, disability, or age is not tolerated.