At FORMEL SKIN, we’re at the forefront of revolutionizing dermatology and reshaping the landscape of healthcare. Our mission is to establish a global online dermatology clinic, making highly effective dermatological treatments easily accessible to all. We’ve made significant strides, garnering support from some of Europe’s most prominent health and consumer investors. Notably, in December 2021, we achieved a significant milestone by raising €30 million in Germany’s largest health tech Series A round.
To date, we’ve successfully provided over one million treatments to our patients. Our dynamic team is passionate, ambitious, and brings a wealth of experience from successful health and consumer tech ventures. Based in Berlin, a city known for its vibrancy, we’re committed to expanding our reach and impact, offering you the opportunity to be part of our exciting journey.
As the Customer Care Lead (m/f/d), you’ll play a critical role in ensuring our patients receive world-class care while also leading and mentoring our Customer Success team. Your leadership and insights will directly impact patient satisfaction, team efficiency, and FORMEL SKIN's mission to democratize dermatology and improve healthcare accessibility.
What you'll be doing
* Ensure customer satisfaction and long-term retention through exceptional service delivery.
* Systematically collect and analyze customer feedback to improve processes and enhance customer experiences.
* Monitor and analyze key customer success metrics (KPIs) to identify trends and areas for improvement.
* Identify opportunities for customer experience improvements, upselling, and cross-selling.
* Collaborate closely with other teams at FORMEL Skin, including Product, Marketing, Medical, Supply Chain Management (SCM), and Engineering.
* Lead and coach the Customer Success team, fostering a culture of empathy, accountability, and performance.
* Drive improvements in internal team processes to ensure operational excellence.
What you need to succeed
* Strong leadership skills to guide and inspire your team effectively.
* Fluent German and English skills.
* Solid conceptual skills for process optimization and strategy development.
* Excellent communication skills for engaging with the team, internal stakeholders, and customers.
* Resilience and positivity, especially when navigating challenging customer interactions and team dynamics.
* Strong analytical skills to interpret data and make informed decisions.
* A genuine customer mindset, placing the customer experience at the forefront of your actions.
* A hands-on mindset, ready to dive into challenges and lead by example.
* Familiarity with Zendesk or similar customer service platforms.
* A good understanding of technical systems and processes.
Why work with us?
* A great opportunity to shape the future of customer care: At FORMEL SKIN, you will have the chance to directly influence how we engage with and support our customers. By leading our Customer Care team and driving innovative customer service strategies, you’ll play a pivotal role in enhancing customer satisfaction and loyalty. Join a passionate and ambitious team dedicated to redefining dermatology and improving healthcare accessibility to our patients.
* Benefits to perfectly fit you: every candidate is unique, and we're dedicated to supporting your specific needs and aspirations. To support this, we offer a diverse benefits package including 28 days vacation, a NAVIT or Urban Sports Club membership, employee discounts on our products, a professional development budget, flexible working hours & a remote work allowance.
* Building a great team together: At FORMEL SKIN, we believe that building a great team and fostering strong interpersonal relationships are fundamental to our success. If you're passionate about collaborating with like-minded individuals, you'll appreciate our approach, which includes regular company events, a team event budget, and bonuses for employee referrals.
About Us:
With FORMEL SKIN, we are building Germany's leading dermatological platform to provide patients with all skin problems immediate access to personalised medical treatments. Our team of experienced doctors, pharmacists and innovators work hard to treat, guide and support patients throughout their skin health journey. As a medical brand, we focus on clear and fast communication with our patients, confidence backed by our medical expertise and vast experience and commitment to everything we do. It is our mission to make dermatological care accessible to everyone - no matter how big or small the skin issue might be.
Just as we seek to build out an inclusive dermatology service, we seek to build an inclusive workplace with exceptional individuals committed to a shared mission. FORMEL SKIN is an equal opportunity employer. We therefore welcome everyone to apply: people of any race, ethnicity, nationality and religion, LGBTQAI+ folks, individuals with disabilities (both seen and unseen), people of any age, or family status.