❯❯# Customer Support Manager (m/w/d), 40hPosted on October 25, 2025 (5 months ago)# Job description*Rethinking care - with you by the side of our customers*AssistMe is a young, growing health-tech start-up with a big vision: We want to sustainably improve everyday care - for all involved.With our digital care assistance system alea, we bring innovation directly to the bedside. Our sensor-based solution for incontinence and movement monitoring relieves caregivers, improves the care of care recipients, and protects the environment at the same time.**What drives us:*** **More time for real care:** alea reduces unnecessary control rounds and simplifies processes* **More quality of life:** for residents who are cared for with dignity and individually* **Less burden:** for caregivers who can act more specifically* **Less waste:** through more efficient use of resourcesWe are currently rolling out our system in care facilities throughout Europe - and for this we are looking for you: a new team member with technical understanding and desire to create real impact.**About the role** You ensure that our customers feel well cared for - not only because you are reachable, but because you actively keep an eye on our systems, detect abnormalities early, and report proactively before a signal becomes a problem.**Specifically, this means:*** **First-class customer contact & support** You support our customers via email, phone, and chat, prioritize concerns, and efficiently manage them through the support process - empathically, solution-oriented, and reliably. Your goal: an outstanding customer experience and long-term satisfaction.* **Proactive system monitoring & customer communication*** **Building and managing support levels** You develop a scalable support structure (1st/2nd level, escalation paths), establish processes, roles, and interfaces, and seamlessly integrate external partners - with clear quality standards, knowledge base, and appropriate training.* **Error analysis & customer-near product development** You analyze and reproduce technical errors, create comprehensible tickets, and accompany the solution in close cooperation with the software, hardware, and firmware teams. From support cases and structured field feedback, you derive patterns and improvement needs, prioritize requirements, and bring them into the roadmap, backlog, and specifications - as the clear voice of the users.You are not only the voice of the company to the outside but also the voice of the customers internally - and ensure that our product delivers what it promises.**Your profile - what you bring*** **You are empathetic and service-oriented:** You enjoy exchanging with customers, especially in the care sector, and quickly recognize what they really need.* **You think solution-oriented** and take responsibility - when an error occurs, you stay on it until it is resolved.* **You have technical understanding** or are eager to acquire it - our solution combines sensors, hardware, software, and cloud.* **You communicate clearly, structured and binding** - whether with caregivers, developers, or in the internal team channel.* **You work independently, carefully, and reliably** - and can prioritize well, even when it is busy.* **You speak and write fluent German** - as our customers and partners mainly work in the German-speaking area.* **Ideally, you already bring experience from customer support, care, or operations - or you are eager to develop in this role.****Our benefits:*** Permanent employment contract and work with purpose* Salary depending on experience and qualifications* Nice office in a central location* Flat hierarchies, an agile team, and short decision-making paths* Team events and a diverse, international company culture* Detailed insights into the functioning of start-ups and the digital health sector* Employee benefits such as Urban Sports ClubWe know that not every resume fits every position perfectly. If you are motivated and believe you fit well with us, we look forward to your application!Please send us your resume, a short (max. 5 sentences) motivation letter, and your desired starting date.LocationBerlin, Germany #J-18808-Ljbffr