Avelios
Healthcare
TeamLeadCustomerSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Team Lead Customer Support at Avelios. Skills: Customer Support leadership, building structures and scaling teams, incident management, stakeholder management, on-call model ownership. Lead, hire, onboard and develop the Customer Support. define support levels and topic/module ownership”
What You'll Achieve.
ensure SLA-compliant support; excellent incident handling; meaningful product improvements; reliable coverage; continuous improvement; improve efficiency and quality; operational reporting (backlog, response times, MTTR, SLA breaches, quality metrics); regular improvement cycles
Industry & Context.
analytical problem-solving ability to prioritize under pressure
Willingness to take ownership of an on-call model, on-call model (organization, standards, continuous improvement)
What They're Looking For.
Must Have
Fluent German and very good English skills
Nice to Have
healthcare & regulated environments are a plus
What You'll Do.
onboard and develop the Customer Support
define support levels and topic/module ownership
Establish and continuously improve support processes
Own SLA adherence and incident management
Design and run the on-call rotation
Proactively identify and apply AI opportunities
Ensure end-to-end collaboration with Product/Engineering
Set up KPIs and operational reporting
How You'll Work.
Team & Collaboration
key interface to Product & Engineering; collaboration with Product/Engineering; communication and stakeholder management skills across technical and non-technical teams
Communication Scope
communication and stakeholder management skills across technical and non-technical teams
Process & Methodology
prioritization under pressure
Full Job Description
ABOUT US Our mission at Avelios is to build the leading software platform for the data-driven digitization of hospitals and 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 Teamlead Customer Support (all genders) you lead and build our Customer Support function for hospital software operations. You create the operating model, processes and quality standards to ensure SLA-compliant support and excellent incident handling in a clinical environment. You are the key interface to Product & Engineering and make sure validated customer feedback and operational insights translate into meaningful product improvements. This role includes owning the on-call model and ensuring reliable coverage and continuous improvement. YOUR RESPONSIBILITIES - Lead, hire, onboard and develop the Customer Support team; define support levels and topic/module ownership - Establish and continuously improve support processes (triage, incident/problem management), quality standards, templates, and knowledge base/runbooks - Own SLA adherence and incident management, including prioritization by clinical impact, escalation, communication, and postmortems - Design and run the on-call rotation (handover quality, documentation standards, reliability outside business hours) - Proactively identify and apply AI opportunities (e.g., triage, knowledge base, QA, analytics) with clear guardrails to improve efficiency and quality - Ensure strong end-to-end collaboration with Product/Engineering: reproducible, well-documented, prioritized bugs and follow-up - Set up
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