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voize is an AI-powered healthcare platform that helps nurses reclaim time lost to administrative work. The company has raised $50M in Series A funding and serves 1,100+ care facilities with 75,000+ nurses using its AI companion.
As Customer Support Manager, you will own inbound support operations across voice, chat, and email channels, ensuring customers receive timely, high-quality responses. You will manage cases end-to-end—from triage and prioritization through follow-up and closure—while setting clear expectations about timelines and resolution paths. You'll collaborate closely with the Technical Support team on complex issues, translating customer context and driving progress to resolution. You'll handle escalations calmly and effectively, balancing urgency with quality and customer trust.
Your daily responsibilities include:
- Managing inbound support across multiple channels with focus on response speed and quality
- Owning cases end-to-end, including triage, prioritization, follow-ups, and closure
- Setting expectations and communicating clearly, especially when timelines depend on internal investigation or product/engineering input
- Partnering with Technical Support on complex issues: gathering details, translating customer context, and driving resolution
- Handling escalations while maintaining customer trust and quality standards
The role is based in Berlin with a hybrid work arrangement. voize offers 30 vacation days plus birthday off, Germany Transport Ticket, Urban Sports Club membership, stock options, flexible working hours, and access to learning platforms like Blinkist and Audible.
REQUIREMENTS:
- Strong foundation in customer support, customer success, operations, or similar customer-facing role
- Experience with support tooling (ticketing systems, knowledge bases, chat/phone systems)
- Excellent, empathetic communication skills; ability to explain solutions clearly under pressure
- Structured problem-solving ability; can break down unclear issues and move forward without getting stuck
- Comfort with technical topics at a high level (integrations, browsers, devices, permissions)
- Ownership mindset; reliable follow-through and stakeholder communication
- Collaboration skills; enjoys working across teams
- Fluent German (C2) for customer communication; solid English for internal collaboration
- Resilience under pressure; iterative mindset; values open communication and constructive feedback
