NE

Neuronation

Customer Care Team Lead

Remote
vor 3 Tagen
Berlin
Stellenbeschreibung

Your Mission

As the Customer Care Team Lead, you will be the strategic head of the customer facing support team and patient support experience across both our consumer platform and NeuroNation MED. This is a uniquely impactful role --- your team supports not just everyday users, but patients who have been prescribed our product following a cognitive impairment, a stroke or other medical brain health condition. Empathy and quality are essential.

You will build and lead a high-performing customer experience team, design scalable processes and automation, have a budget for tool and process improvements, and act as the voice of our users into the company --- ensuring their feedback shapes the way we develop and improve our products and services.

What You'll Do

  • Lead, coach, and develop the customer care team, setting clear standards for quality, empathy, and responsiveness

  • Own the end-to-end customer support for both NeuroNation's consumer product and NeuroNation MED, ensuring each touchpoint is handled with the appropriate tone and level of care

  • Define and track KPIs --- CSAT, NPS, first response and resolution times --- and report regularly to the management and product teams

  • Develop and maintain support processes tailored to the specific requirements of a DiGA-prescribed product, including handling queries from patients, caregivers, and prescribing physicians

  • Build and maintain a comprehensive knowledge base and self-service resources for both patient and consumer audiences

  • Manage and optimize support tooling and CRM systems to improve team efficiency and the overall customer experience

  • Own onboarding and ongoing training for the CC team, including training on NeuroNation MED's clinical context and patient-facing communication best practices

Your Profile

What You Bring

  • 5+ years of experience in customer experience, customer care, or customer success roles, with min. 2 years of proven leadership experience managing a customer support team

  • Native German speaker level with fluent English --- both languages are used daily across our team and user base

  • Experience in a digital health, healthtech, or similarly regulated industry is a benefit --- ideally with exposure to DiGA products, prescription workflows, or patient-facing support

  • Solid understanding of GDPR/DSGVO and sensitivity around handling health-related personal data

  • A natural ability to communicate with empathy and clarity across very different audiences --- from a patient recovering from a stroke to a physician or health insurer

  • Data-driven mindset with experience using CX metrics to improve team performance and user satisfaction

  • Familiarity with support platforms such as Zendesk, or similar

  • Highly structured, proactive, and comfortable working in a fast-moving scale-up environment

Why Us?

NeuroNation is one of the leading companies in cognitive health, with over 30 million users. We are Europe's premier digital brain training platform, dedicated to helping people improve their cognitive performance and mental well-being through science-backed exercises. Our work addresses the potential of digital neurological apps to enhance mental fitness and slow down mental aging. With NeuroNation MED, we've taken this mission a step further --- offering a clinically validated digital health application (DiGA) prescribed by doctors to support patients in cognitive rehabilitation. We're at an exciting intersection of consumer tech and regulated healthcare, and we're growing.

What We Offer

  • A mission-driven role where your work directly impacts patients' quality of life and cognitive recovery

  • The chance to shape the customer experience of one of Germany's most recognized digital health companies

  • Flexible hybrid working in the heart of Berlin (Gendarmenmarkt)

  • A collaborative, international team with deep expertise across tech, neuroscience, and healthcare

  • Competitive salary and benefits such as: Sponsored memberships in fitness studios and other sports courses, education budget for your personal development and JobTicket.