Our HTGF Portfolio of startups offers excellent opportunities and is always hiring talented people.
Avelios Medical
Customer Service
Munich, Germany
Munich
Full time
On-site
Product
Our mission at Avelios is to build the leading software platform for the data-driven digitization of hospitals and patient care. To do so, we have built a modular software platform that digitizes and optimizes workflows in hospitals with cutting-edge technology in a user-friendly way. With our software, we enable hospitals, doctors & nurses to provide their patients with the best possible care.
We are growing fast and want to keep expanding our team and business to fundamentally digitize healthcare for the better. We appreciate different backgrounds and see diversity as one of our strengths.
As Teamlead Customer Support (all genders) you lead and build our Customer Support function for hospital software operations. You create the operating model, processes and quality standards to ensure SLA-compliant support and excellent incident handling in a clinical environment.
You are the key interface to Product & Engineering and make sure validated customer feedback and operational insights translate into meaningful product improvements. This role includes owning the on-call model and ensuring reliable coverage and continuous improvement.
Lead, hire, onboard and develop the Customer Support team; define support levels and topic/module ownership
Establish and continuously improve support processes (triage, incident/problem management), quality standards, templates, and knowledge base/runbooks
Own SLA adherence and incident management, including prioritization by clinical impact, escalation, communication, and postmortems
Design and run the on-call rotation (handover quality, documentation standards, reliability outside business hours)
Proactively identify and apply AI opportunities (e.g., triage, knowledge base, QA, analytics) with clear guardrails to improve efficiency and quality
Ensure strong end-to-end collaboration with Product/Engineering: reproducible, well-documented, prioritized bugs and follow-up
Set up KPIs and operational reporting (backlog, response times, MTTR, SLA breaches, quality metrics) and run regular improvement cycles
Several years of experience in customer support, service operations, customer care leadership, or a similar role; healthcare & regulated environments are a strong plus
Proven ability to build structures and scale teams (processes, standards, hiring, coaching)
Strong incident management and analytical problem-solving skills; ability to prioritize under pressure
Experience with ticketing systems (Jira Service Management or similar) and working with SLAs; familiarity with operational KPIs
Strong communication and stakeholder management skills across technical and non-technical teams
Willingness to take ownership of an on-call model (organization, standards, continuous improvement)
Fluent German and very good English skills
Variety in your tasks and the opportunity to take ownership
An international, informal team structure in a motivating start-up atmosphere, allowing you to participate directly in our customer growth story and the overall success of Avelios
Ability to gain valuable hands-on experience in a startup backed by leading international VCs
Support for your personal development through continuous learning and feedback
Set your own rhythm with flexible working hours and trust-based time tracking
A virtual stock option package (VSOP) that lets you participate in Avelios’ long-term value creation
A monthly meal allowance up to 75 euros, full coverage of the Deutschlandticket, Urban Sports Club or a subsidized Wellpass membership, a bike leasing program and Corporate Benefits that give you access to discounts from a wide range of providers in various areas