Team Lead Customer Support & Service (m/w/d)
Posted on February 21, 2026 (3 months ago)
This job post is archived - the company is no longer hiring for this position.
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Recare is a leading digital startup in the German healthcare sector. Our mission is to rethink discharge management with a technology-driven, patient-centered platform for digital care coordination. We help hospitals, clinics and care providers find and coordinate capacity so clinicians can focus on patients.
Today we connect around two thirds of German hospitals with over 650 rehabilitation clinics and more than 25,000 care and homecare providers. We are a fast-growing team of around 70 employees and are looking for people who want to improve the healthcare system with us.
Job description
As Team Lead Customer Support & Service you are a central pillar of our Customer Success organization and will shape the setup and scaling of our service and support structures. You will lead the support team, drive operational excellence and ensure our customers are optimally supported — from hospitals and rehab clinics to care facilities and homecare providers.
- Work with purpose – your work positively impacts patients, their families and healthcare professionals.
- Company culture – flat hierarchies, high performance and strong team dynamics based on respect and recognition.
- Flexibility – remote-friendly company, flexible hours and possibility for workations by arrangement.
- Edenred card – benefits you can use as needed.
- Extra day off for your birthday.
Your responsibilities will include:
- You are responsible for the technical and disciplinary leadership of the support team and drive its continuous development.
- Establish clear roles, processes and escalation paths and ensure efficient capacity and prioritization planning in close coordination with Customer Success.
- Build a scalable support organization (Tier 1–3) and define SLAs, response times and communication standards.
- Manage operational operations using key KPIs (e.g. FRT, CSAT, ticket backlog) and optimize incident and problem management processes.
- Work closely with Product and Engineering, derive technical requirements from support cases and support new releases in UAT.
- Develop team expertise in AI-support topics to ensure readiness for new AI products.
Requirements
We expect the following for the Team Lead Customer Support & Service role:
- At least 5 years experience in service or support management, ideally in SaaS, HealthTech or MedTech environments.
- Proven leadership experience and track record of building scalable support structures and processes.
- Strong technical understanding (e.g. APIs, integrations, platform operations, IT security).
- Clear, structured and confident communication with internal and external stakeholders.
- Data-driven, solution-oriented and willing to take responsibility.
- Ability to keep an overview and set priorities in dynamic launch and growth phases.
- Very good German and English skills, both written and spoken.
Nice-to-haves:
- Experience with clinical processes, hospital structures or MedTech regulation
- Support experience with complex AI or automation products
- Knowledge of ITIL or comparable frameworks
How to apply
Please apply via our careers page: https://careers.recaresolutions.com/o/team-lead-customer-support-service-mwd/c/new
Contact
If you have questions, you can contact Michael Tunin, Talent Acquisition Manager: [email protected]