Customer Support Supervisor - German Market

Customer Support Supervisor – German Market

Berlin Customer Support

Hi, we’re AMBOSS and seeking our new Customer Support Supervisor to join our team!

About AMBOSS

AMBOSS is a learning and clinical decision support tool striving to empower physicians across the globe to provide the best possible care. Our founders set out in 2011 to create a tool that they would have hoped to have as medical students and doctors. Since then, we have grown to currently operate in 180 countries and have gained immense traction in Germany and the US. Currently, we are pursuing this mission with more than 500+ employees in our offices in Berlin, Cologne, New York, and Cagliari.

You will:

Day-to-day activities :

• Take ownership of customer queries and daily operations. Coordinate closely with team management and proactively identify issues and make decisions independently.
• Monitor inbound channels using various tools to identify trends, and adjust workflows and shift planning proactively to balance company, customer, and team priorities.
• Keep resources like Notion, Help Center, and Macros up-to-date with the team.
• Represent the team in meetings with other departments, ensuring customer-friendly solutions and proper communication.

Performance

• Regularly monitor performance reports across channels: Quality, Productivity, and Internal & Cross-team Processes.
• Provide constructive feedback to support team growth and performance improvement.
• Collaborate with the Team Lead & Management to delegate tasks and support team development.

Guidance

• Support the development of your team members and assist them during challenging times.
• Act as an escalation point for customer inquiries to support, educate, and empower your team.
• Work with management to foster a positive and motivating work environment.
• Identify growth opportunities for team members and support their career development through task delegation and feedback.

You bring:

• Extensive experience in Customer Support, with some leadership or mentoring experience preferred.
• C2-level German proficiency and fluency in English.
• Strong technical skills, including experience with Helpdesk tools.
• A focus on Operational Excellence.
• Ability to handle ambiguity and wear multiple hats.
• A growth mindset and commitment to continuous learning.
• Excellent prioritization and organizational skills for yourself and your team.
• Empathy-driven leadership and mentoring skills.
• Data analysis skills to improve performance and project outcomes.
• Decisiveness and smart delegation abilities.

At AMBOSS, we believe that innovative work energizes our team, and our employee benefits support financial, physical, and mental health as well as work-life balance. We value diversity and welcome applicants from all backgrounds to help us empower physicians worldwide.

If this describes your ideal next role, we encourage you to apply even if you do not meet all the requirements.

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