[Hiring] Customer Service Manager @Montu Uk
Apr 02, 2025 - Montu Uk is hiring a remote Customer Service Manager. đź’¸ Salary: unspecified. đź“ŤLocation: Germany.
Role Description
As our Customer Service Manager, you’ll take full ownership of the support experience across Montu Germany. You’ll lead a growing team, implement scalable service processes, and ensure every interaction—whether with a patient, doctor, or pharmacy partner - is handled with empathy, speed, and professionalism.
We’re looking for someone with a strong hands-on start-up mentality - a builder who thrives in fast-paced environments, solves problems proactively, and isn’t afraid to roll up their sleeves.
Key Responsibilities
- Lead & Develop the Support Team: Recruit, manage, and mentor a high-performing team supporting patients, physicians, and pharmacy partners.
- Build Scalable Support Processes: Design and implement efficient workflows across support channels (email, phone, chat) that meet the needs of a growing telehealth platform.
- Optimize Customer Experience: Use feedback and data to identify friction points and improve satisfaction, speed, and quality across every touchpoint.
- Drive Operational Excellence: Collaborate closely with Product, Operations, and IT to resolve systemic issues, improve tools, and build seamless service experiences.
- Ensure Compliance & Quality: Maintain high standards for patient data protection (e.g. GDPR), healthcare regulations, and support quality assurance.
- Monitor KPIs & Performance: Track key metrics like response time, resolution rate, and NPS to drive continuous improvement and accountability.
Qualifications
- 3+ years of experience in customer service management, ideally in healthcare, digital health, or a tech-enabled service environment
- Strong leadership skills and a track record of building or scaling support teams in dynamic environments
- Deep understanding of customer-centric service models and operational efficiency
- Tech-savvy and comfortable working with CRM or ticketing tools—experience with Zendesk is a strong plus
- Full professional fluency in German and English (written and spoken) is required
- A hands-on, start-up mindset—you’re adaptable, solution-oriented, and ready to build from the ground up
- Solid knowledge of GDPR and German healthcare regulations is a plus
Benefits
- Help shape the future of healthcare in Germany through innovative telemedicine solutions
- Join a mission-driven, international team with a collaborative, remote-first culture
- Thrive in a fast-growing start-up where your work has direct impact
- Enjoy flexibility, autonomy, and opportunities for growth
Company Description
Montu Therapeutics is revolutionizing how patients access healthcare. Through our cutting-edge telemedicine platform, we connect patients with licensed physicians via secure video consultations and collaborate with top-tier pharmacies across Germany to ensure fast, safe, and hassle-free delivery of prescribed medications.
As we continue to grow our footprint across the country, we’re looking for a Customer Service Manager to lead our patient and partner support operations. This is a key role at the heart of our patient journey—and an exciting opportunity to shape the future of healthcare delivery.
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| đź“Ť | Be aware of the location restriction for this remote position: Germany |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
đź’¸
unspecified
|
Remote
Location
Germany
|
|
Job Type
full-time
|
Posted
Apr 02, 2025
|
| đź“Ť | Be aware of the location restriction for this remote position: Germany |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
