Customer Support Manager (m/f/d)

🎤 WHY VOIZE? BECAUSE WE’RE MORE THAN JUST A JOB! At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to admin work that pulls nurses away from what matters most: people. We’re changing that by building the AI companion that frees nurses from admin, giving them back up to 30% of time. We don’t replace humans - we support and amplify their impact. Today, 1,100+ care facilities trust voize, and over 75,000 nurses rely on our AI companion to ease their daily workload. Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. As a fast-growing team, we combine first-in-class technology with meaningful social impact. And now, we’re looking for you to join us on this mission! 💡 YOUR MISSION: OWN INBOUND SUPPORT AND DRIVE GREAT RESOLUTIONS As a Customer Support Manager at voize, you are responsible for delivering a consistently excellent customer experience across our inbound channels — voice, chat, and email. You make sure customers get fast, helpful answers, and you keep cases moving from first contact to resolution. When an issue requires deeper investigation, you collaborate closely with Technical Support and other internal teams to ensure problems are solved thoroughly and communication stays clear. 🚀 YOUR DAILY BUSINESS – NO TWO DAYS ARE ALIKE - Manage inbound support across voice, chat, and email, ensuring customers get timely, high-quality responses. - Own cases end-to-end, including triage, prioritization, follow-ups, and clear closure. - Set expectations and communicate clearly, especially when timelines depend on internal investigation or product/engineering input. - Partner closely with Technical Support on more complex issues: gather the right details, translate customer context, and drive progress to resolution. - Handle escalations calmly and effectively, balancing urgency with quality and customer trust. 🤝 YOUR SKILLSET – WHAT YOU BRING TO THE TABLE - Strong customer support foundation: you have experience in customer support, customer success, operations, or a similar customer-facing role. - Experience working with support tooling, such as ticketing systems, knowledge bases, and chat/phone systems. - Excellent, empathetic communication: you can explain solutions clearly, even in stressful situations, and you know how to set expectations without losing warmth or trust. - Structured problem solving: you can break down unclear issues, ask the right questions, and move things forward without getting stuck. - Comfort with technical topics (high level): you can work with concepts like integrations, browsers, devices, and permissions — without needing to be an admin or engineer. - Ownership and reliability: you follow through, keep stakeholders informed, and care about quality. - Collaboration mindset: you enjoy working with different teams and helping build better ways of working. - Language skills: Fluent German (C2) for customer communication, and solid English for internal collaboration. 🎯 OUR SUCCESS MINDSET – HOW WE WORK AT VOIZE - Resilience is one of your strengths: you stay calm under pressure and see challenges as opportunities. - Iteration suits you: you test, learn, and improve constantly instead of waiting for perfection. - You value open communication and constructive feedback: and you contribute to a positive team culture. 🌱 GROWING TOGETHER – WHAT YOU CAN EXPECT AT VOIZE - We are a fast-growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving healthcare professionals more time for real patient care - We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from Germany - Become a co-creator of our success with stock options - Generous perks: 30 vacation days plus your birthday off, Germany Transport Ticket, Urban Sports Club, regular company off-sites, and access to learning platforms such as Blinkist and Audible - You decide when you work best, that means flexible working hours and a good hybrid set-up. ✨ READY TO TALK? APPLY NOW! 🚀 We look forward to your application and can’t wait to meet you – no matter who you are or what background you have!