Customer Experience Manager:in (m/w/d) - VZ/TZ möglich

Are you ready to shape the future of care with us? At Pflegewächter, we are looking for a committed Customer Experience Manager who shares our mission of making care accessible and understandable for everyone. In our dynamic team, you will play a key role in making life easier for our users through structured and innovative methods. We believe in empowerment, ethics, honesty and mutual respect – values that should also matter to you. If you are full of passion and want to take on responsibility, you are exactly right with us. Let's put pressure together on an outdated system and create a care system in which all people feel valued and respected. Become part of our vision and let's change the world of care together!

Tasks

Customer Support

• You handle incoming inquiries (email, social media, phone if applicable) in a structured and solution-oriented way, mainly in a B2C context

• You quickly recognize the concerns of our customers and help them with understanding and empathy

• You ensure high service quality and fast response times

Consulting & Closing

• You identify potential in incoming inquiries and actively develop it further

• You conduct consultation discussions with prospective customers and explain our services clearly and understandably

• You accompany customers through to the completion of our services

Customer Success

• You ensure that our customers are satisfied and feel well looked after

• You stay on top of open cases and coordinate the next steps

• You identify opportunities for additional services and address them in a targeted way

Process & Development

• You document all relevant information in our system

• You contribute feedback from direct customer contact and help us continuously improve our processes

Qualifications

Must-haves

• Experience in customer support, customer service or a comparable role

• Strong communication skills in German and a high degree of empathy

• Structured and independent way of working

• Interest in not only supporting customers but also actively advising and convincing them

Nice-to-haves

• Experience in the nursing sector, healthcare or social environment

• Experience in telephone consulting or inbound sales

• Experience with CRM or ticketing systems (e.g. Zendesk, HubSpot or similar)

Benefits

• Flexible working hours

• Hybrid working possible

• Support with the Deutschland-Ticket

• Company bike leasing possible

• Wellpass possible

• Team events

What awaits you with us

• A meaningful role with a direct impact on the lives of our customers

• A role with responsibility and development potential at the interface of support and sales

• A growing company with short decision-making paths in a motivated team

• The opportunity to actively shape processes

We look forward to your application.

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