Head of Customer Care (m/w/d), 40h

About AssistMe

AssistMe is a young, growing Health-Tech start-up with a big vision: We want to sustainably improve everyday nursing care -- for everyone involved.

With our digital nursing assistance system alea, we bring innovation directly to the patient's bedside. Our sensor-based platform solution relieves nursing staff, improves the care of nursing recipients, and protects the environment at the same time.

What drives us:

• More time for real care: alea reduces unnecessary check-ups, simplifies processes, and automates nursing documentation.
• More quality of life: for residents who receive dignified and individual care.
• Less burden: for nursing staff who can act more precisely.
• Less waste: through more efficient use of resources.

About the Role

As Head of Customer Care, you will support management as a central coordinating instance between regional and supra-regional sales and customer structures in Germany. You will connect Customer Care, Sales, and Operations within our organization, create orientation for external teams, and ensure sustainable customer relationships.

In addition to structural development, you will also be responsible for the support of selected key accounts and their long-term development together with your team and external partners.

Key Responsibilities

• Building and further developing the Customer Care & Customer Success department with supra-regional responsibility for Germany in close cooperation with Key Account Management and the Executive Board.
• Developing uniform processes, standards, and workflows in the interplay of Customer Care, Service, Support, and external partners.
• Defining roles, responsibilities, interfaces, and lead structures between Customer Care, Sales, Marketing, and relevant stakeholders.
• Providing technical and disciplinary leadership for regional Customer Care Managers.
• Coaching and developing your team.
• Building a strong service and customer culture within the company.
• Close collaboration with Key Account Management and the Operations Team.
• Responsibility for the support and development of nursing home operators (in close coordination with Key Account Management).
• Ensuring high customer satisfaction and long-term customer loyalty.
• Strategic development of existing customer relationships.
• Active participation in shaping the sales strategy and lead ownership.

Your Profile

• At least 5 years of professional experience in a comparable role, e.g., in building or further developing Customer Care / Customer Success organizations.
• Experience in building clear processes, standards, and structures in a supra-regional environment.
• Several years of leadership experience (technical & disciplinary), ideally with regional teams.
• Strong coaching mentality and enjoyment in developing employees.
• Strong customer and service orientation as well as a good sense for sustainable customer relationships.
• Confident in stakeholder management and collaboration with interdisciplinary teams.
• Strategic thinker, yet hands-on and results-oriented.
• Fluent German and English language skills.
• Willingness to travel within Germany / Europe.

We know that not every CV fits every position perfectly. If you are motivated and believe you are a good fit for us, we look forward to your application!