Team Lead Customer Success (all genders)

Avelios Medical

ABOUT US Our mission at Avelios is to unlock clinical data to power seamless healthcare operations for better 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 Team Lead 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 KPIs and operational reporting (backlog, response times, MTTR, SLA breaches, quality metrics) and run regular improvement cycles YOUR QUALIFICATIONS * Completed vocational training or university degree in Information Technology, Business Informatics, Healthcare/Health IT, Natural Sciences, Business Administration, or a comparable discipline. * At least 5 years of experience in customer support, service operations, customer care leadership, or a similar role; healthcare & regulated environments are a strong plus * 2+ years of leadership experience incl. proven ability to build structures and scale teams (processes, standards, hiring, coaching) * Strong incident management and analytical problem-solving skills; ability to prioritize under pressure * Experience with ticketing systems (Jira Service Management or similar) and working with SLAs; familiarity with operational KPIs * Strong communication and stakeholder management skills across technical and non-technical teams * Willingness to take ownership of an on-call model (organization, standards, continuous improvement) * Fluent in German and English (both C1 level) YOUR BENEFITS * Variety in your tasks and the opportunity to take ownership * An international, informal team structure in a motivating start-up atmosphere, allowing you to participate directly in our customer growth story and the overall success of Avelios * Ability to gain valuable hands-on experience in a startup backed by leading international VCs * Support for your personal development through continuous learning and feedback * Set your own rhythm with flexible working hours and trust-based time tracking * A virtual stock option package (VSOP) that lets you participate in Avelios’ long-term value creation * A monthly meal allowance up to 75 euros, full coverage of the Deutschlandticket, Urban Sports Club or a subsidized Wellpass membership, a bike leasing program and Corporate Benefits that give you access to discounts from a wide range of providers in various areas

Avelios Medical

ABOUT US Our mission at Avelios is to unlock clinical data to power seamless healthcare operations for better 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 Team Lead Product you will take ownership of a key product area within our platform. Your will lead an interdisciplinary team that combines Product Managers and Medical Managers who bring together product expertise and deep clinical domain knowledge. Your role is to build a high-performing, well-organized team, establish clear standards for discovery, specification, and release processes, and ensure that clinical workflows, customer requirements, and regulatory obligations translate into a coherent, cross-customer roadmap. You set the operational and strategic foundation for scalable, high-quality product development in one of the most critical parts of our platform. YOUR RESPONSIBILITIES * Lead, coach, and develop a team of Product Managers and Medical Managers * Own and maintain an integrated roadmap across the modules you are assigned to and set the vision for the future of intelligent patient care * Ensure overall consistency in function and user experience across integrated modules * Introduce and oversee review processes and quality gates to ensure clinical requirements, workflows, internal and external subject matter expertise and regulatory inputs are systematically converted into high-quality product artefacts * Drive alignment with Engineering, Design, and the Project team to ensure consistent delivery, structured handovers, and coherent release planning to increase efficiency, quality and planning reliability * Coordinate and drive product launches and enablement to ensure successful adoption YOUR QUALIFICATIONS * Degree in a STEM field (Science, Technology, Engineering (incl. Computer Sciencce), or Mathematics) or Medical Informatics, Health Sciences, Medicine * 5+ years of experience in product management roles ideally in a B2B SaaS or platform environment, including roadmap ownership, prioritisation and successful product launches * 2+ years of disciplinary leadership experience of a team >4 * Experience in building teams (scaling, establishing roles and processes and creating a culture of trust and ambition) * Ability to incorporate the expertise of others rather than imposing one's own “professional authority”, breakdown complexity into manageable workstreams, and help junior team members to approach problems * Nice to have: Experience working in regulated industries (healthcare, MedTech, clinical software), Knowledge of clinical workflows and requirements for documentation * Strong command of English YOUR BENEFITS * Variety in your tasks and the opportunity to take ownership * An international, informal team structure in a motivating start-up atmosphere, allowing you to participate directly in our customer growth story and the overall success of Avelios * Ability to gain valuable hands-on experience in a startup backed by leading international VCs * Support for your personal development through continuous learning and feedback * Set your own rhythm with flexible working hours and trust-based time tracking * A virtual stock option package (VSOP) that lets you participate in Avelios’ long-term value creation * A monthly meal allowance up to 75 euros, full coverage of the Deutschlandticket, Urban Sports Club or a subsidized Wellpass membership, a bike leasing program and Corporate Benefits that give you access to discounts from a wide range of providers in various areas

Avelios Medical

ABOUT US Our mission at Avelios is to unlock clinical data to power seamless healthcare operations for better 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 YOUR ROLE We are looking for a Clinical Project Manager (all genders) to lead the implementation of our software in hospitals. In this role, you act as the interface between internal teams and external stakeholders, ensuring that projects run smoothly, on time, and with real value for clinical users. You play a central role in transforming innovative technology into successful customer projects. This role includes occasional travel to customer sites. YOUR TASKS * Responsibility for managing various customer projects to ensure the successful implementation of our software in hospitals * Close collaboration with our Sales, Product, and Engineering teams to ensure smooth project execution and ongoing customer success * Management and documentation of projects throughout the entire lifecycle — from initial planning to final handover — with a strong focus on deliverables and timelines * Collection of requirements from all project stakeholders to deliver effective outcomes, as well as identification and mitigation of potential risks * Continuous improvement of internal processes and tools to ensure efficient and successful customer projects, along with active contribution to the growth of our project team * Visualization and presentation of key performance indicators for customers to create success stories and clearly communicate the value delivered YOUR QUALIFICATIONS * Completed degree in health sciences or medicine * Relevant experience in project management, ideally as a project manager for complex B2B software solutions in healthcare or as a consultant in this field * Professional experience in hospitals is an advantage * Ability to manage multiple projects involving different internal and external stakeholders * Excellent communication and interpersonal skills, with the ability to present complex topics in an understandable way * Solution-oriented mindset combined with an independent and structured working style * Fluent German and English skills YOUR BENEFITS * A promising opportunity to expand our Project Team in a scale-up backed by leading international VCs, SAP and Fresenius * An international, informal team structure in a motivating scale-up atmosphere, allowing you to participate directly in our growth story and the overall success of Avelios * A virtual stock option package (VSOP) that lets you benefit from Avelios’ long-term value creation * A monthly meal allowance of up to 75 euros, full coverage of the Deutschlandticket, Urban Sports Club or a subsidized Wellpass membership, a bike leasing program and Corporate Benefits that give you access to discounts from a wide range of providers in various