Team Lead Customer Support (all genders)

ABOUT US

Our mission at Avelios is to unlock clinical data to power seamless healthcare operations for better patient care. To do so, we have built a modular software platform that digitizes and optimizes workflows in hospitals with cutting-edge technology in a user-friendly way. With our software, we enable hospitals, doctors & nurses to provide their patients with the best possible care.
We are growing fast and want to keep expanding our team and business to fundamentally digitize healthcare for the better. We appreciate different backgrounds and see diversity as one of our strengths.

THE TEAM AND ROLE

As Team Lead Customer Support (all genders) you lead and build our Customer Support function for hospital software operations. You create the operating model, processes and quality standards to ensure SLA-compliant support and excellent incident handling in a clinical environment.

You are the key interface to Product & Engineering and make sure validated customer feedback and operational insights translate into meaningful product improvements. This role includes owning the on-call model and ensuring reliable coverage and continuous improvement.

YOUR RESPONSIBILITIES

• Lead, hire, onboard and develop the Customer Support team; define support levels and topic/module ownership

• Establish and continuously improve support processes (triage, incident/problem management), quality standards, templates, and knowledge base/runbooks

• Own SLA adherence and incident management, including prioritization by clinical impact, escalation, communication, and postmortems

• Design and run the on-call rotation (handover quality, documentation standards, reliability outside business hours)

• Proactively identify and apply AI opportunities (e.g., triage, knowledge base, QA, analytics) with clear guardrails to improve efficiency and quality

• Ensure strong end-to-end collaboration with Product/Engineering: reproducible, well-documented, prioritized bugs and follow-up

• Set up KPIs and operational reporting (backlog, response times, MTTR, SLA breaches, quality metrics) and run regular improvement cycles

YOUR QUALIFICATIONS

• Completed vocational training or university degree in Information Technology, Business Informatics, Healthcare/Health IT, Natural Sciences, Business Administration, or a comparable discipline.

• At least 5 years of experience in customer support, service operations, customer care leadership, or a similar role; healthcare & regulated environments are a strong plus

• 2+ years of leadership experience incl. proven ability to build structures and scale teams (processes, standards, hiring, coaching)

• Strong incident management and analytical problem-solving skills; ability to prioritize under pressure

• Experience with ticketing systems (Jira Service Management or similar) and working with SLAs; familiarity with operational KPIs

• Strong communication and stakeholder management skills across technical and non-technical teams

• Willingness to take ownership of an on-call model (organization, standards, continuous improvement)

• Fluent in German and English (both C1 level)

YOUR BENEFITS

• Variety in your tasks and the opportunity to take ownership

• An international, informal team structure in a motivating start-up atmosphere, allowing you to participate directly in our customer growth story and the overall success of Avelios

• Ability to gain valuable hands-on experience in a startup backed by leading international VCs

• Support for your personal development through continuous learning and feedback

• Set your own rhythm with flexible working hours and trust-based time tracking

• A virtual stock option package (VSOP) that lets you participate in Avelios’ long-term value creation

• A monthly meal allowance up to 75 euros, full coverage of the Deutschlandticket, Urban Sports Club or a subsidized Wellpass membership, a bike leasing program and Corporate Benefits that give you access to discounts from a wide range of providers in various areas