• You take on the technical and organizational leadership of our technical support team for the Mesalvo HealthCentre solutions • You create clear structures and good framework conditions for successful collaboration • You coordinate and prioritize support requests and assist your team with more complex technical issues • You keep an overview of support cases, analyze recurring topics and, together with the team, derive sustainable improvements • You ensure quality in support and continuously develop processes and standards • You work closely with adjacent departments and support implementation projects when needed • You accompany the development of your team members and promote their professional and personal strengths

• Du bist zentrale Ansprechperson für den technischen Support der Mesalvo HealthCentre Lösungen Onkology und Medication • Du analysierst Supportfälle, bereitest sie strukturiert auf und findest nachhaltige Lösungen • Du kümmerst Dich um die Wartung und Instandhaltung von Kundendatenbanken und Systemen • Du unterstützt bei Bedarf bei der Umsetzung von Implementierungsprojekten • Du gestaltest und optimierst aktiv unsere Supportprozesse und Qualitätsstandards

Role Description - Design, configure, and maintain Architect call flows and routing strategies - Optimize skills-based routing and queue performance - Configure and manage outbound dialer campaigns - Build and maintain data actions to connect Genesys Cloud with Salesforce and other systems - Support API-based integrations and troubleshoot connection issues - Implement automation workflows to reduce manual processes - Monitor system performance and identify optimization opportunities - Support QA, reporting, and operational data needs - Maintain documentation of system configurations and workflows - Partner with business stakeholders to translate operational needs into platform solutions Qualifications - Genesys Cloud Platform - Experience supporting phone-based sales environments - Basic understanding of SQL or reporting tools - Bachelor’s degree in Information Systems, Computer Science, or a related field (or equivalent experience) Requirements - 2–5+ years experience working within a contact center (preferably Genesys Cloud) - Strong experience configuring Architect flows and routing logic - Experience working with APIs and data actions - Understanding of JSON and basic API troubleshooting - Experience supporting CRM integrations (Salesforce preferred) - Familiarity with outbound dialer configuration - Strong analytical and problem-solving skills - Ability to manage multiple initiatives in a fast-paced environment Licenses + Certifications - Certifications which focus on telephony, automation, technology integration, or customer experience Essential Functions - Call flows are optimized and stable - Routing logic supports sales and retention performance - Manual processes are automated where possible - Integrations between Genesys and other systems run smoothly - System adjustments directly support business growth Benefits - Salary Range: $64,000 - $82,000 - Medical Insurance: Choose from a variety of plans to fit your healthcare needs - Dental Insurance: Coverage for preventive, basic, and major dental services - Employer-Paid Vision: Comprehensive eye care coverage at no cost to you - Employer-Paid Basic Life and AD&D Insurance: Peace of mind and additional protection - Employer-Paid Short-Term and Long-Term Disability Insurance: Financial support in case of illness or injury - 401(k) Plan: Save for your future with a company match to help you grow your retirement savings - PTO and Sick Time accrue each pay period: Take time off when you need it - Annual Bonus Program: Performance-based bonus to reward your hard work

Position Overview We are seeking a Head of Support to lead and scale a fully functional, customer-centric Support organization. You will create the processes, reporting, and tooling required to deliver consistent service quality, predictable performance, and a best-in-class customer experience. A key component of this role is leading the evaluation, migration, and rollout of a modern ticketing platform, replacing legacy systems and improving routing, automation, insight, and operational efficiency. Key Responsibilities Lead and Scale a Modern Support Organization - Lead end-to-end Support function serving both external customers and internal stakeholders. - Design a scalable support model (e.g., Tier 1 / Tier 2 / Tier 3) with clear escalation paths and ownership. - Hire, coach, and develop a high-performing team; define roles, coverage models, and on-call/escalation expectations. - Establish consistent support standards and a culture of urgency, accountability, and continuous improvement. Own Support Operations, Metrics, and Performance - Establish, track, and manage core Support KPIs including CSAT, SLA attainment, first response time, time to resolution, and backlog health. - Create operating rhythms (daily/weekly triage, ticket QA reviews, trend analysis, cross-functional escalation meetings). - Implement quality assurance standards, coaching processes, and ticket audits to improve consistency and resolution quality. - Provide executive reporting on performance trends, risks, root causes, and improvement initiatives. Design Scalable Support Processes Across Technical, Billing, and Accounting Questions - Define standard workflows for technical troubleshooting, billing requests (invoice/payment/credits), and product/accounting questions. - Create escalation and handoff processes to Product/Engineering, Billing/Finance, Customer Success, and other internal teams. - Build playbooks for issue categorization, severity levels, customer communication, and resolution consistency. - Partner with stakeholders to reduce friction and ensure support responsibilities and handoffs are clear and measurable. - Build a scalable self-service strategy including a knowledge base, FAQs, and standardized help content. - Evaluate ticketing and support tooling options; develop selection criteria aligned to customer and internal needs. Lead implementation, including workflows, routing rules and automation. - Lead platform implementation including workflows, SLAs, routing rules, automation, macros, tagging, and reporting structure. - Drive rollout planning, change management, training, and adoption measurement across teams. Cross-Functional Leadership and Customer Advocacy - Serve as the voice of Support in cross-functional planning and decision-making. - Ensure customer-impacting incidents are escalated appropriately with clear internal communications. - Collaborate with Product, Engineering, Billing/Finance, and Customer Success to drive measurable experience improvements. Required Qualifications - 3–5+ years of leadership experience scaling support teams, including hiring and performance management. - Proven experience building support processes from the ground up (SLAs, tiering, escalation models, QA). - Hands-on experience with modern ticketing ecosystems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, ServiceNow, Help Scout). - Demonstrated success replacing or modernizing a ticketing platform, including rollout and change management. - Strong operational rigor and data fluency - dashboards, trend analysis, and KPI-driven execution. - Excellent communication skills with the ability to align stakeholders and drive decisions. - Preferred Qualifications - Experience supporting subscription billing complexity (renewals, usage-based billing, credits). - Experience supporting accounting or compliance-adjacent workflows and customer questions. - Experience partnering closely with Product/Engineering via structured escalation and incident management processes. - Support Operations/CX Operations background and experience implementing automation or AI-assisted support tools. Competencies - Builder mindset and systems thinking - Operational excellence and process discipline - Customer empathy paired with business judgment - Technical fluency and structured problem-solving - Change leadership and cross-functional influence - Strong written and verbal communication Benefits - Remote work-from-home environment - Competitive salary, health, dental and vision insurance plans - Flexible time off - 401K retirement savings plans for US-based employees, with 3% employer match - Incentive Equity Plan - Professional development opportunities - Dynamic and collaborative work environment with opportunities for growth