Team Leader Customer Service (m/f/d)

Get the buzz as DocCheck

At DocCheck Shop, Customer Support isn't just processed, you develop it further! As Team Lead of our Customer Experience team, you will systematically interlink Support and Sales. You will set your own priorities, optimize complex processes, and decide how AI and automation are used and further developed in Support. You will have the levers in your own hands for everything from customer satisfaction to complaint management, KPIs, and Key Account Management. This way, you will significantly shape how DocCheck Shop supports its customers – with genuine scope for action and decision-making. DocCheck puts the entire healthcare market into absolute efficiency ecstasy. Whether it's news, forums, specialist articles, the medical shop, or a creative agency – DocCheck mixes the ultimate service blend for the medical industry.

Your Substance

You bring at least 4-6 years of professional experience in Customer Support, as well as leadership experience. You are proficient with ticket systems and have experience with the introduction, management, or configuration of tools, as well as initial contact with automation. You are familiar with project management and complex processes, remain composed even in difficult customer situations, and think ahead. You make decisions, can assert yourself, and ideally have already gained experience with sales activities.

Your Trip

You will be responsible for the disciplinary and professional leadership of the team, develop your team members, and manage capacities, workload, and quality. You will further build standards, documentation, and processes, develop Support, Complaint, and Returns processes using AI, and sometimes pitch in yourself with customer inquiries via the ticket system. Customer satisfaction, rating management, as well as the optimization and adherence to SLAs and the management of relevant KPIs (e.g., CSAT and NPS) will also be your responsibility. At the same time, you will systematically interlink Support and Sales to expand sales activities and better utilize revenue potentials.

Your Boost

Technical Ecstasy from AI to Z

Financial injection for further training

Healthcare Flash thanks to many health offers

Get in the mood: Explore all benefits! karriere-medventure.doccheck.com

Your Click for the Kick!

If you want to experience this trip, then apply to us.
I am Leslie Plein and as Recruiter & Talent Manager, I am your tour guide for your application.

Make sense – with a job at DocCheck.

+49 221 92053 0
Vogelsanger Str. 66, 50823 Cologne