Your mission
As the Customer Care Team Lead, you will be the strategic head of the customer facing support team and patient support experience across both our consumer platform and NeuroNation MED. This is a uniquely impactful role — your team supports not just everyday users, but patients who have been prescribed our product following a cognitive impairment, a stroke or other medical brain health condition. Empathy and quality are essential.
You will build and lead a high-performing customer experience team, design scalable processes and automation, have a budget for tool and process improvements, and act as the voice of our users into the company — ensuring their feedback shapes the way we develop and improve our products and services.
What You'll Do
Lead, coach, and develop the customer care team, setting clear standards for quality, empathy, and responsiveness
Own the end-to-end customer support for both NeuroNation's consumer product and NeuroNation MED, ensuring each touchpoint is handled with the appropriate tone and level of care
Define and track KPIs — CSAT, NPS, first response and resolution times — and report regularly to the management and product teams
Develop and maintain support processes tailored to the specific requirements of a DiGA-prescribed product, including handling queries from patients, caregivers, and prescribing physicians
Build and maintain a comprehensive knowledge base and self-service resources for both patient and consumer audiences
Manage and optimize support tooling and CRM systems to improve team efficiency and the overall customer experience
Own onboarding and ongoing training for the CC team, including training on NeuroNation MED's clinical context and patient-facing communication best practices
About us
NeuroNation is a digital health company with the mission to help millions of people to regain, maintain, and improve cognitive and mental health.
Supported by the Ministry of Research in several projects, awarded with the AOK-Leonardo - a digital prevention award funded by the Ministry of Health - we have the required resources and products to pursue our mission, together with clinicians and researchers worldwide.
Why You Should Join NeuroNation
At NeuroNation, we're not just creating products; we're making a real difference in people's lives. Our mission to revolutionise cognitive health through science-based brain training means that every challenge we design and every feature we develop has a purpose. We aim to help individuals live healthier, more fulfilling lives.
Impactful Work: Working with us means contributing to a product that profoundly impacts cognitive health. Our brain training programs, backed by cutting-edge neuroscience and cognitive psychology, are designed to enhance cognitive functions, improve working memory, and elevate our users' quality of life.
Inspiring Environment: At NeuroNation, you'll join a vibrant team of passionate and innovative professionals. We believe that collaboration and creativity thrive in a fun and inclusive environment. From team-building activities to spontaneous brainstorming sessions, we make sure that work is both productive and enjoyable.
Work Wherever You Thrive (dependent on role): While our headquarters is in Berlin, Germany, and our team is spread across Europe, we want everyone to work where they feel most productive. If you're based in Berlin, we warmly encourage you to join us in the office to collaborate and connect in person. If you're not in Berlin, feel free to work remotely—from one of our offices, a co-working space, or your home—anywhere within ±2 hours of Berlin (CET).
With all our tools in the cloud and weekly video catch-ups, you’ll stay connected, supported, and productive no matter where you are.
Flexible hours: Our flexible working hours and remote work policy let you tailor your work schedule to fit your lifestyle, ensuring you can perform at your best.
