Customer Service Manager (m/f/d) - Montu Therapeutics - Germany

As a Customer Service Manager at Montu Therapeutics, you will lead and develop a support team, design scalable support processes, optimize the customer experience, and drive operational excellence. Your role involves monitoring KPIs and ensuring compliance with regulations, all while providing empathetic, efficient support to patients, physicians, and pharmacy partners.

Candidates applying for the Customer Service Manager position at Montu Therapeutics should have at least 3 years of experience in customer service management, preferably in healthcare or tech-enabled environments. Strong leadership skills, tech-savviness, full professional fluency in German and English, and a solid understanding of regulations like GDPR are essential qualifications for this role.

The Customer Service Manager plays a crucial role at Montu Therapeutics by ensuring high-quality support for patients and partners, which directly influences customer satisfaction and retention. By leading a dedicated team and optimizing support workflows, you help elevate the overall effectiveness of our telehealth services, driving the success of Montu's healthcare innovations.

Success as a Customer Service Manager at Montu Therapeutics relies on strong leadership abilities, a customer-centric approach, problem-solving skills, and the ability to develop efficient service processes. Being tech-savvy and comfortable with CRM tools, combined with full fluency in German and English, are also essential for thriving in this role.

Montu Therapeutics fosters a collaborative, remote-first culture that encourages flexibility and autonomy. As a Customer Service Manager, you'll be part of a mission-driven, international team, driving impactful changes in healthcare delivery while enjoying opportunities for professional growth in a fast-paced, innovative environment.

Prioritizing tasks involves assessing urgency and impact, ensuring that the most critical customer needs are addressed first. Utilizing a task management system and clear communication with the team can help distribute workload efficiently while maintaining high service standards.

I've successfully built and managed teams by focusing on mentorship and fostering a positive environment. Regular training, feedback sessions, and encouraging team members to share insights are essential to developing a high-performing support team.

I often rely on customer feedback to pinpoint friction points and develop solutions, improving response times and service quality. Leveraging data analytics helps me identify trends and areas for continuous improvement while ensuring that our processes align with customer needs.

In difficult situations, I prioritize empathy and active listening. I focus on understanding the customer's concerns and work collaboratively to find effective solutions while keeping a calm and professional demeanor.

I am experienced with various CRM and ticketing tools, including Zendesk, which I use for tracking support requests, automating responses, and gathering analytics to improve the efficiency of customer service operations.

Ensuring compliance involves continuous education on regulations such as GDPR, implementing strict data protection protocols, and regular audits to confirm that all support processes adhere to legal and ethical standards.

I believe in utilizing various metrics like Net Promoter Score (NPS), customer satisfaction surveys, and feedback forms. Analyzing results helps identify strengths and areas for improvement in our service delivery.

Yes, I once introduced an automated ticketing system that streamlined our support workflow. By analyzing response times before and after implementation, we saw a significant increase in efficiency and customer satisfaction, highlighting the importance of process optimization.

I prioritize transparency and regular updates through team meetings and one-on-one check-ins. Providing context and encouraging open discussions about changes helps ensure everyone is aligned and understands the rationale behind them.

I am genuinely motivated by the potential to make a positive impact on people's lives through quality support. Knowing that my work contributes to improving healthcare access and experiences for patients is incredibly fulfilling.