First point of contact for customer inquiries via telephone and ticketing system – with the aim of providing quick and solution-oriented help.
Initial resolution and escalation management for complex technical and procedural inquiries
Documentation and maintenance of the internal knowledge database and FAQ resources
Analysis of support KPIs (e.g., First Response Time, CSAT, ticket volume) and derivation of measures to improve quality.
Close collaboration with Product and CS to provide feedback on customer feedback and product bugs.

Experience in a dental practice (e.g., dental assistant/dental nurse), ideally with billing experience.
Interest or initial experience in customer support
Strong communication and consulting skills
Digital affinity and structured working style
German (C2) and English (B2)

Customer Support Manager

Key skills