As a leading provider of software solutions for healthcare, we operate in 19 countries and employ nearly 9,000 dedicated professionals. In this role, you are responsible for the end-to-end experience of our customers in support and service, from the first contact to the final resolution. That's why you systematically analyze friction points, drive improvements based on data, and deliberately leverage tools, standards, and automation to measurably increase customer satisfaction.
Map, document, and continuously improve the full customer incident lifecycle — from the first inbound signal through intake, triage, escalation, resolution, and customer communication, ensuring a seamless experience at every step.Systematically evaluate incident data to identify recurring patterns and underlying causes (e.g. process gaps, release defects, onboarding issues), and drive their permanent resolution — reducing incident recurrence by at least 1 percentage point per month.Establish and facilitate a regular governance forum that prioritizes incidents, tracks corrective actions, and enforces clear ownership — with measurable cycle times from identification to closure below 14 days.Develop and maintain response playbooks for frequent incident scenarios (e.g. customer hotline outages, mass login failures after updates), ensuring that solutions are documented, repeatable, and embedded across teams.Several years of experience in Customer Support Operations, Service Management, or IT Service Delivery in complex software environmentsStrong analytical mindset: you spot patterns in incident data and reliably distinguish between symptoms and root causesExperience working across Support, Product Management, and Engineering — you can communicate effectively with both technical and non-technical stakeholdersExperience with customer SLAs, escalation management, and data-driven service quality steeringMobile Work: Work flexibly from home two days a week and on-site three days a weekAt our in-house canteen in Koblenz, you'll find a daily selection of delicious and healthy meals, and our fully equipped gym offers weekly classes (online & on-site)We also offer corporate benefits, the option of a job bike, company pension schemes, and much more
Apply now online with your meaningful application documents (including all certificates, salary expectations, and your earliest possible starting date).