Director of Customer Service (x/f/m)

Unlimited Contract - Berlin HQ

Doctolib is looking for a Director of Customer Service (x/f/m) who will be responsible for ensuring the ongoing satisfaction of the fast growing customer base of doctors, medical professionals and patients in Germany. Reporting directly to the Director of Operations, you will lead our Product Support Team and you will be responsible for implementing a broad range of initiatives that directly impact customer satisfaction.

Your role / Your missions

1) Build and lead a world class product support team

  • Coach and grow a talented team whilst maintaining our performance standards
  • Determine their key areas of focus and ensure the right tools are in place
  • Reinforce culture of continuous learning and knowledge development

2) Be responsible for the ongoing satisfaction of our customer base

  • Produce strategic recommendations on how most effectively address the needs of our customers
  • Work with the management team to successfully implement your strategy
  • Ensure that Doctolib becomes the standard setter for customer care in the industry

3) Promote customer care excellence within the organisation

  • Be the face of Product Support for our fast growing team throughout Germany
  • Bring transparency and energy to the vision, communicate this to the team
  • Funnel feedback from the field and ensure that it is channeled back into our initiative

Your skills

You could be our next teammate if:

  • You have a demonstrated history of managing multiple individuals, programs and priorities - healthcare knowledge is a plus
  • You have five years minimum of leadership experience in coaching talent and building teams
  • You have the ability to work in a digital, high volume and fast paced environment
  • You bring hands-on experience within B2B customer care or product support 
  • You are highly driven, results- and action-orientated with strong project management skills
  • You speak German on a native level and are fluent in English - additional language skills in French would be a plus

What you’ll get by joining us 

  • An extensive and tailored four-month onboarding program - The Doctolib Academy
  • A personalised learning program based on your professional goals and skills (language courses, sales courses, product training, market research, etc.)
  • Team building activities and monthly company wide events and activities
  • A referral program giving you access to our DoctoStore where you can stock up on Doctolib branded swag or make a donation to a charity
  • A flexible work environment with an optional two remote days/week
  • Lunch vouchers
  • A Company Pension Scheme
  • A minimum of 28 days of holidays per year (for full-time positions)
  • Discounted membership rates for Urban Sports Club
  • Refund of your monthly public transportation ticket

About Doctolib

Founded in 2013, Doctolib is the fastest growing and one of the leading e-health services in Europe. 

We provide healthcare professionals with a software solution with a full range of services to help improve the efficiency of their operations, provide their patients with a more seamless experience, attract new patients, and collaborate with other practitioners. 

We provide patients with a more transparent access to healthcare and a full suite of online services to manage their health: from finding nearby healthcare professionals, to booking/managing appointments 24/7 online, having remote medical consultations via video and receiving a digital prescription in their online account.

Joining Doctolib means joining a group of passionate entrepreneurs who are transforming the healthcare industry and this means sharing our SCALES values : 

  • SERVE : Provide exceptional service to healthcare professionals & their patients
  • CARE : Take care of our team
  • ACT: Be action-oriented and bold
  • LEARN : Be humble and learn 3 things every day
  • ENJOY : Enjoy and maintain a high level of energy
  • STRUCTURE : Work with methodology & efficiency to scale

At Doctolib, we don’t just accept diversity, we respect and celebrate it! We’re proudly committed to equal employment opportunities regardless of your gender, religion, age, sexual orientation, ethnicity, disability or place of origin. We take care of each other and are grateful for each Doctoliber’s contribution to our mission!