Product Support Consultant (x/f/m)

Role Summary

TOGETHER WE SHAPE THE HEALTH CARE OF THE FUTURE

Do you love it when people are satisfied – and know that good service also requires technical understanding? Then you've come to the right place. In this role, you are the first point of contact for practices, MVZs and clinics - from small doctor's offices to large clinics. You make sure they feel comfortable and get the most out of Doctolib. You don't have to know everything from day one. With your experience and motivation, you will constantly grow into new topics with us - and over time you will become a real expert for our products and services.

JOB DETAILS

• Permanent position
• Full time
• Place of work: Berlin
• Start date from October 1st, 2026
• Hybrid working allowed

Our vision is to improve the health of everyone. This is also reflected in recruiting. We evaluate applications solely on the basis of qualifications and motivation. We do not tolerate discrimination.

The more diverse our team and ideas are, the more our product will be able to improve the health of our users. That's why we invite you to apply to us, regardless of gender, religion, age, sexual orientation, ethnic origin or disability.

To ensure equal opportunities, you can forego information such as photos, age, etc. in your application.

Please let us know what arrangements we can make to best support you. We look forward to digitizing the healthcare system with you!

All information provided will be processed by Doctolib for application management. For details on data processing, please click here https://doctolib.legal/B2C-Privacy-Policy-Career-DE. If you have any questions or would like to exercise your rights, please contact hr.dataprivacy(at)doctolib.com.

Responsibilities

• Customers in focus: You are the first point of contact for practices, MVZs and clinics - and help them in a solution-oriented manner by phone and email
• Technical support: You support the practice teams in using Doctolib and help clarify technical questions in an understandable way
• Bringing the right people together: For more demanding issues, you connect internal teams and external partners - so that our customers get an answer quickly
• Contribute your knowledge: Whether from healthcare, technical customer service or the IT sector - you use your experience to provide targeted advice and improve processes together

Requirements

First of all, a quick note: If you don't exactly match the profile described below, but still think that the job advertisement suits your skills: feel free to apply anyway!

TO BECOME PART OF OUR TEAM YOU BRING THE FOLLOWING:

• Mind. 1 year of experience in customer service, healthcare or technical support - e.g. as an MFA, IT support or technical customer service
• Basic technical understanding: You are familiar with digital tools and software applications and are not afraid of new challenges
• Strong communication skills: You communicate clearly and friendly - whether on the phone, by email or in exchange with internal and external teams
• Experience with digital tools such as ticket or CRM systems (e.g. Jira, Salesforce) is an advantage
• At least fluent knowledge of German (C1) and good knowledge of English (B2)
• Attention to detail, willingness to learn and genuine curiosity – especially for all things healthcare

THIS IS WHAT YOU WILL LEARN WITH US OR, IDEALLY, YOU WILL BRING WITH YOU:

• Knowledge of network environments and interface concepts
• Knowledge about the German healthcare system (e.g. associations of statutory health insurance physicians, digital healthcare applications)
• Experience with cloud-based software solutions or the use of AI in everyday work

Benefits

WHAT WE OFFER YOU

• A Germany ticket sponsored by Doctolib if you work from the office or in hybrid mode
• The opportunity to work abroad 10 days a year
• 28 vacation days + 1 additional day for each full calendar year of employment (max. 30 days)
• Company health insurance with great additional benefits
• A company pension scheme (bAV) with an employer contribution of 40% (15% during the probationary period)
• The Doctolib Parent Care Program, which includes extra parental leave (1 month) and much more
• Free mental health and coaching sessions via an external partner
• In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers
• A sponsored sports offer with our partner Urban Sports Club
• There is an offer for carers and employees with disabilities that includes more flexible working hours, additional time off for medical reasons and psychological support
• Participation in Doctolib's long-term employee participation program DoctoGrowth

About the Company

WHAT WE DO

Join a team of passionate and hardworking entrepreneurs to transform healthcare!

Working in the tech team at Doctolib involves building innovative products and features to improve the daily lives of care teams and patients. We work in feature teams in an agile environment, while collaborating with product, design, and business teams.

ABOUT OUR TECH ENVIRONMENT

Our solutions are built on a single, fully cloud-native platform that supports web and mobile app interfaces, multiple languages, and is adapted to the country and healthcare specialty requirements. To address these challenges, we are modularizing our platform run in a distributed architecture through reusable components.

Our stack is composed of Rails, TypeScript, Java, Python, Kotlin, Swift, and React Native.

We leverage AI ethically across our products to empower patients and health professionals. Discover our AI vision here https://careers.doctolib.com/ai-careers/!

We also invest in open, applied AI research. For example, our DoctoBERT project introduces open-source medical language models trained for French clinical text, with applications in named entity recognition, classification, and retrieval. Read the DoctoBERT practical guide https://huggingface.co/blog/hugging-science/doctobert-cookbook#introduction to learn more about how we bring deep AI research into practical healthcare applications.

Additional Information

• First interview with talent
• Interview with your future manager & head of + meet the team
• At least one reference check