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Recare logo
Recare

Recare connects over 700 hospitals with more than 17.000 care and rehabilitation providers.

Support & Service Manager – SaaS, B2B

Location

Germany

Posted

128 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expGermanEnglish

Job Description

Support & Service Manager – SaaS, B2B

Recare

• As the primary point of contact for our customers, you ensure that our SaaS solution operates smoothly in day-to-day use. • You act as the first interface between our healthcare users and our internal teams, making sure issues are resolved quickly, systematically, and sustainably. • You work closely with Product, Engineering, and our Onboarding and Customer Success teams, actively contributing to continuous service improvements. • You handle and resolve customer inquiries at 1st- and 2nd-level support — by phone, email, and via our ticketing system. • You ensure stable operation of our platform and support users in their daily workflows. • You analyze application issues, identify root causes, and develop pragmatic solutions. • You prioritize incidents according to urgency and SLA requirements and escalate complex cases in a structured way. • You collaborate closely with our Engineering and Product teams to fix bugs and further develop the platform. • You document support cases and resolutions clearly and contribute to the knowledge base. • You support software rollouts and updates and guide our customers through changes. • You identify recurring issues and proactively propose improvements.

Job Requirements

  • You have at least 2 years of professional experience in customer support, ideally in a SaaS or software environment and in a B2B context.
  • You are confident using ticketing systems such as Jira or Zendesk.
  • You have a solid technical understanding (e.g., browsers, interfaces/APIs) and can systematically narrow down issues.
  • You communicate clearly, empathetically, and appropriately for the audience — even in challenging situations.
  • You work in a structured, solution-oriented way and keep an overview even under pressure.
  • You are reliable, responsible, and have a strong service orientation.
  • You have business-fluent German (C1) and are able to communicate in English.

Benefits

  • Flexibility — need to pick up your child from daycare? Want to exercise during lunch? We support that.
  • We are a remote-friendly company offering flexible working hours.
  • Edenred card — which you can use according to your needs.
  • Additional day off — take your birthday off to celebrate with loved ones.

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