Manager Customer Support & Service Excellence

Brainlab

Munich, BY, Germany permanent

Posted: March 12, 2026

Job Description

Founded in 2020 and headquartered in Munich, Snke is transforming healthtech with scalable, data-driven innovation powered by AI and big data analytics. We're experts specializing in large platforms, digital health and software-driven medical technology. By delivering a trusted orchestration layer, Snke empowers healthcare providers, societies, registries, agencies and all partners to deploy cutting-edge solutions for safe and efficient interventions and enhances patient outcomes. Beyond our Munich headquarters, we have core teams in Chicago, Heidelberg, San Diego and Tel Aviv. Snke fosters global collaboration to create technologies that are smart, enablin and holistic—helping healthcare providers deliver meaningful change.

At Snke, we believe that exceptional support is the foundation of lasting partnerships. As our Manager Customer Support & Service Excellence, you’ll build and lead this function from the ground up — shaping how we support hospitals and clinical societies with empathy, precision, and technical excellence.

Your Mission

• Build & Lead: Establish and scale our service and support function — operationally and strategically — with a clear focus on quality, speed, and customer delight.
• Create Impact: Design smart processes and workflows that resolve support requests quickly and competently, always with a human touch.
• Collaborate Deeply: Work hand-in-hand with Product, Development, IT, and external partners to deliver sustainable, customer-centric solutions.
• Drive Excellence: Use KPIs, feedback, and monitoring tools to continuously raise the bar — turning satisfaction into genuine enthusiasm.
• Shape the Future: Implement modern support platforms (ticketing, self-service, etc.) that make our offering scalable and future-ready.

• Background in technology or business — through studies or vocational training.
• Several years of experience in technical or IT support, ideally with first leadership responsibilities.
• Strong digital mindset and excitement for building systems from scratch.
• Clear communicator with a solution-oriented approach and a passion for service.
• Fluent in German, confident in English.

• A supportive, international team connected by shared values and a culture of trust
• Meaningful responsibilities with a lasting impact on global healthtech, improving medical decisions and patient outcomes
• 30 vacation days, plus December 24th and December 31st
• Flexible working hours and a hybrid work model within Germany
• Bike leasing via our partner “BikeLeasing”
• Parking garage and secure underground bike storage
• Subsidized company restaurant and in‑house café
• Urban Sports Club membership with employer contribution
• Regular after‑work, team, and company events
• Centrally located, modern workspace with a 212 m² rooftop terrace

Ready to apply? We look forward to receiving your online application including your first available start date.

Contact person: Tatjana von Freyberg

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