Your Role
As our Customer Service Manager, you’ll take full ownership of the support experience across Montu Germany. You’ll lead a growing team, implement scalable service processes, and ensure every interaction—whether with a patient, doctor, or pharmacy partner - is handled with empathy, speed, and professionalism.
We’re looking for someone with a strong hands-on start-up mentality - a builder who thrives in fast-paced environments, solves problems proactively, and isn’t afraid to roll up their sleeves.
Key Responsibilities
Lead & Develop the Support Team Recruit, manage, and mentor a high-performing team supporting patients, physicians, and pharmacy partners.
Build Scalable Support Processes Design and implement efficient workflows across support channels (email, phone, chat) that meet the needs of a growing telehealth platform.
Optimize Customer Experience Use feedback and data to identify friction points and improve satisfaction, speed, and quality across every touchpoint.
Drive Operational Excellence Collaborate closely with Product, Operations, and IT to resolve systemic issues, improve tools, and build seamless service experiences.
Ensure Compliance & Quality Maintain high standards for patient data protection (e.g. GDPR), healthcare regulations, and support quality assurance.
Monitor KPIs & Performance Track key metrics like response time, resolution rate, and NPS to drive continuous improvement and accountability.
What You Bring
3+ years of experience in customer service management, ideally in healthcare, digital health, or a tech-enabled service environment
Strong leadership skills and a track record of building or scaling support teams in dynamic environments
Deep understanding of customer-centric service models and operational efficiency
Tech-savvy and comfortable working with CRM or ticketing tools—experience with Zendesk is a strong plus
Full professional fluency in German and English (written and spoken) is required
A hands-on, start-up mindset—you’re adaptable, solution-oriented, and ready to build from the ground up
Solid knowledge of GDPR and German healthcare regulations is a plus
Why Join Montu?
Help shape the future of healthcare in Germany through innovative telemedicine solutions
Join a mission-driven, international team with a collaborative, remote-first culture
Thrive in a fast-growing start-up where your work has direct impact
Enjoy flexibility, autonomy, and opportunities for growth
About Montu Therapeutics
Montu Therapeutics is revolutionizing how patients access healthcare. Through our cutting-edge telemedicine platform, we connect patients with licensed physicians via secure video consultations and collaborate with top-tier pharmacies across Germany to ensure fast, safe, and hassle-free delivery of prescribed medications.
As we continue to grow our footprint across the country, we’re looking for a Customer Service Manager to lead our patient and partner support operations. This is a key role at the heart of our patient journey—and an exciting opportunity to shape the future of healthcare delivery.
