(Senior) Customer Support Manager (all genders)

Job description

ABOUT US Our mission at Avelios is to unlock clinical data to power seamless healthcare operations for better 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. THE TEAM AND ROLE As a (Senior) Customer Support Manager (all genders) you ensure stable operations of our hospital software by resolving complex support requests and incidents. You collaborate closely with Engineering & Product and provide reliable support especially in critical clinical contexts. The role includes participation in an on-call rotation outside regular business hours. YOUR RESPONSIBILITIES - Handle complex 2nd-level support requests & incidents via Jira Service Management (analysis, reproduction, prioritization, solutions/workarounds) - Triage and manage incidents with a clinical-impact lens while meeting SLAs and maintaining clear, consistent case documentation - Coordinate bug investigation and resolution with Product & Engineering and track progress end-to-end - Maintain and improve knowledge assets (known issues, troubleshooting guides, runbooks) to reduce repeat tickets, leveraging AI tools to improve analysis and documentation - Identify recurring issue patterns and drive process & product improvements based on insights - Participate in an on-call rotation outside regular business hours to handle critical incidents in live operations YOUR QUALIFICATIONS - Experience in technical support, service operations, consulting, or similar roles; healthcare/regulated environments are a strong plus - Strong analytical and structured problem-solving skills; ability to reproduce issues and communicate findings clearly - Familiarity with ticketing systems (Jira Service Management or similar); basic SQL/log-reading/debugging skills are a plus - High sense of ownership, reliability, and calm communication in incident situations - Willingness to participate in an on-call rotation - Fluent German and very good English skills YOUR BENEFITS - 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