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Resmed

Cloud-connected medical devices and software platforms

Teamleiter Kundenservice - m/w/d

Customer SupportUpdated on Nov 11
Full-timeGermanyNo salary listedIn-person

About the Job

Requirements

  • Several years of professional experience in customer service, ideally in a software or IT environment.
  • Initial functional or disciplinary leadership experience.
  • Experience managing larger teams and developing consistent standards and ways of working.
  • Demonstrated experience in change management and successfully supporting organizational change.
  • Confident use of metrics to manage and improve teams and processes.
  • Experience with customer relationship management systems, ticketing tools, and digital service processes.
  • A structured, solution-oriented approach and understanding of operational service organizations.
  • Very good German and good English language skills.
  • Empathy in interactions with customers and employees.
  • Ability to communicate clearly, explain complex topics, and bring together different perspectives.
  • Ability to take responsibility, make decisions, and drive topics forward.
  • Ability to align teams around shared goals while encouraging individual strengths.
  • Readiness to guide people through change and gain their support for new approaches.

Responsibilities

  • Lead and develop a distributed first-level support team, creating an environment in which employees can realize their potential.
  • Ensure customer inquiries are handled reliably, to a high standard, and with a service-oriented approach.
  • Manage the team using relevant metrics and use them to develop measures that improve service quality and customer satisfaction.
  • Establish consistent working methods, processes, and quality standards while making room for individual strengths and development.
  • Work closely with second-level support and other departments to develop sustainable customer solutions.
  • Optimize service, ticketing, and escalation processes and continuously develop the support organization.
  • Support change processes and help the team successfully implement new structures, working methods, and technologies.
  • Promote the introduction of solutions such as AI-supported support processes or chatbots and assess their value for customers and employees.

Desired Qualifications

  • Experience introducing new technologies in customer service.
  • Knowledge of AI-supported support solutions or chatbots.

About the Company

Resmed

Cloud-connected medical devices and software platforms

ResMed creates cloud-connected medical devices and software platforms to treat and manage sleep apnea, COPD, and other chronic diseases. Its devices (like sleep therapy gear) collect patient data and deliver therapy, while connected software platforms enable remote monitoring, coaching, and caregiver support. The company sells medical devices and offers software subscriptions, generating revenue from product sales and ongoing service fees. Unlike some competitors, ResMed combines hardware with cloud-based analytics and a broad ecosystem that supports patients, healthcare professionals, and caregivers across more than 120 countries. Its goal is to improve patient care and quality of life while reducing hospital visits and overall healthcare costs.

Company size
5,001-10,000
Company stage
IPO
Headquarters
San Diego, CA
Founded
1989

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