Customer Excellence & Operations Lead
New
I
InoHealthDigital Health
Source API remote eligibility restrictions: Italy; Full remote flexibility across EuropeFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Excellent English; German is strongly preferred; Additional European languages (French, Italian, Spanish) are a meaningful advantage.
- Experience
- Typically acquired over 5+ years
- Required Skills
- JiraHubSpotZendeskCRM
Requirements
- 5+ years of experience in a customer excellence or operations function.
- Demonstrated ability to build processes from a blank slate as an individual contributor.
- Experience in diagnostics, digital health, or medical devices with HCP-facing responsibilities.
- Background in consumer health or B2C digital health service dynamics.
- Proficiency with Jira for ticket routing and escalation.
- Experience with Intercom, Zendesk, or HubSpot Service Hub.
- Familiarity with in-app feedback tools like Instabug.
- Active practical experience using AI tools to automate support workflows.
- Fluent in English and strongly preferred proficiency in German.
Responsibilities
- Architect, configure, and launch the full support stack including Jira, Intercom, and CRM.
- Build AI-augmented workflows to manage ticket volume and automate triage.
- Analyze KPIs, conduct leadership reporting, and identify at-risk accounts to drive retention.
- Design and execute onboarding programs for HCPs, corporate clients, and end users.
- Manage outsourced support operations, including vendor selection and quality compliance.
- Collaborate with Product and Regulatory teams on documentation and GDPR compliance.
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