Manager Customer Support & Service Excellence

At Snke, we believe that exceptional support is the foundation of lasting partnerships. As our Manager Customer Support & Service Excellence, you’ll build and lead this function from the ground up — shaping how we support hospitals and clinical societies with empathy, precision, and technical excellence.

Your Mission

• Build & Lead: Establish and scale our service and support function — operationally and strategically — with a clear focus on quality, speed, and customer delight.
• Create Impact: Design smart processes and workflows that resolve support requests quickly and competently, always with a human touch.
• Collaborate Deeply: Work hand-in-hand with Product, Development, IT, and external partners to deliver sustainable, customer-centric solutions.
• Drive Excellence: Use KPIs, feedback, and monitoring tools to continuously raise the bar — turning satisfaction into genuine enthusiasm.
• Shape the Future: Implement modern support platforms (ticketing, self-service, etc.) that make our offering scalable and future-ready.

• Background in technology or business — through studies or vocational training.
• Several years of experience in technical or IT support, ideally with first leadership responsibilities.
• Strong digital mindset and excitement for building systems from scratch.
• Clear communicator with a solution-oriented approach and a passion for service.
• Fluent in German, confident in English.

• A supportive, international team connected by shared values and a culture of trust
• Meaningful responsibilities with a lasting impact on global healthtech, improving medical decisions and patient outcomes
• 30 vacation days, plus December 24th and December 31st
• Flexible working hours and a hybrid work model within Germany
• Bike leasing via our partner “BikeLeasing”
• Parking garage and secure underground bike storage
• Subsidized company restaurant and in‑house café
• Urban Sports Club membership with employer contribution
• Regular after‑work, team, and company events
• Centrally located, modern workspace with a 212 m² rooftop terrace

Ready to apply? We look forward to receiving your online application including your first available start date.

Contact person: Tatjana von Freyberg