Technical Support Team Lead (mfd)

Why voize Because were more than just a job!

At voize we believe the greatest gift to frontline workers is time - time to care connect and be present. Today that time is lost to admin work that pulls nurses away from what matters most: people.

Were changing that by building the AI companion that frees nurses from admin giving them back up to 30% of time. We dont replace humans - we support and amplify their impact. Today 1100 care facilities trust voize and over 75000 nurses rely on our AI companion to ease their daily workload.

Our mission is backed with a $50M Series A funding led by Balderton Capital with support from HV Capital Y Combinator and other leading VCs.

As a fast-growing team we combine first-in-class technology with meaningful social impact. And now were looking for you to join us on this mission!

Your Mission: Maximize adoption & drive success!

We are seeking a Technical Support Team Lead to lead our frontline support team. This role owns incident resolution customer satisfaction and support efficiency. The Team Lead is accountable for ensuring fast consistent and scalable support delivery across verticals while building out knowledge management and automation capabilities.

Your Daily Business No two days are alike

• Lead and manage the Customer Support team (ICs across tiers)

• Own support KPIs: first response time resolution time CSAT

• Build and enforce structured support processes (routing escalation tiering)

• Partner with Product/Engineering on bug reporting and feedback loops

• Build self-service/automation capabilities (knowledge base academy integration)

• Maintain workforce management: shift coverage workload balancing hiring needs

• Ensure support team is trained on both core and vertical-specific product features

• Own and lead the technical integration process in collaboration with the team

• Maintain customer exposure (Owning 30% of tickets to be close to the role and see challenges first-hand)

Your Skillset What you bring to the table

• 5 years in Customer Support/Technical Support in SaaS with 2 years leadership

• Strong background in support tooling (ticketing routing analytics)

• Proven track record in driving support efficiency and CSAT improvements

• Operationally rigorous data-driven decision maker

• Skilled at managing high-pressure escalations while maintaining team morale

• Natural coach: develops ICs and mentors Vertical Leads

• Hyper Scale Experience with a self-starter mindset

• Fluent in German (C2) to effectively support our German customer base and a good command of English

Our Success Mindset How we work at voize

• You are an active listener and strong communicator capable of engaging stakeholders at all levels.

• You see challenges as opportunities bringing a proactive and solution-oriented mindset.

• You thrive in a fast-paced iterative environment constantly seeking ways to improve customer experiences.

• You take ownership of your work holding yourself accountable for customer outcomes and success.

• You are a coach not a manager. You are ready to work hands-on in the role as needed.

Growing together what you can expect at voize

• We are a fast-growing startup that means you will tackle challenges grow quickly and make a real impact giving healthcare professionals more time for real patient care

• We foster an open collaborative culture with regular team events whether you work from our Berlin office or remotely from Germany

• Become a co-creator of our success with stock options

• Generous perks: 30 vacation days plus your birthday off Germany Transport Ticket Urban Sports Club regular company off-sites and access to learning platforms such as Blinkist and Audible

• You decide when you work best that means flexible working hours and a good hybrid set-up

Ready to talk Apply now!

We look forward to your application and cant wait to meet you no matter who you are or what background you have!