Customer Service Manager

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.