Head of Customer Support (m/f/d) - Job Rostock - CentoCareer

Head of Customer Support (m/f/d)

Welcome at CENTOGENE!

We, CENTOGENE GmbH ("CENTOGENE"), are the experts in rare hereditary diseases. We know the genetic basis and the clinical phenotype of genetic disorders inside-out. Our platform is based on the world’s largest curated mutation database for rare diseases. We have an unrivaled global diagnostic footprint, and an unmatched ability to derive diagnostic solutions to accurately identify rare disease patients and accelerate the path to approval for new orphan drugs.

How do we do this? By bringing together more than 500 individuals from 50 different countries to transform clinical and genetic data into medical solutions for patients. We work together at our HQ in Rostock, Germany, and also at additional offices in Berlin and laboratory facilities in Cambridge MA. Our employees - medical experts, scientists, IT professionals, bioinformaticians, technicians, researchers, project managers, and many more - are all passionate about one thing: improving the lives of our patients.

The Head of Customer Support Centogene is accountable for shaping and delivering the company´s consumer service propositions. The Head of Customer Support balances customer support strategy with delivery and focus on people management, performance management, and talent agendas. Further enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations.

Does this sound like you? If it does, we’d love to hear from you.

Your tasks and responsibilities:

  • To provide leadership and direction to the entire customer support department (about 15 members).
  • To establish and oversees the adoption of the support department’s vision, goals and objectives at all levels.
  • To ensure that customer support department needs are correctly prioritized in order to ensure the correctly prioritized allocation of resources and that all activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets.
  • To support our customers, mainly physicians and hospitals and to provide advice and recommendations regarding all of our products.
  • To continuously improve processes, quality and performance in the customer service departments
  • To Participate in Recruitment, training, development, mentoring and well-being of existing team members
  • To organize work according to respective quality management requirements
  • To manage the budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance.
  • To drive continual improvement in people, technology, processes, service and to establish and test new strategies to improve the customer service experience.

You have the following skills and qualifications:

  • Strong experience in customer service, ideally combined with an academic background in life sciences
  • At least 5 years of leadership experience, preferably in an international environment together with extensive experience of managing operational customer service teams
  • Evidence of well-developed leadership skills.
  • Demonstrated success in process- and project management
  • Interested in the field of diagnostic services and rare diseases and willingness to acquire in depth knowledge
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Demonstrate ability to motivate employees and communicate well with others at all levels
  • Ability to foster strong relationships in a work environment. Able to use these relationships to deliver service improvements
  • Excellent communication and negotiation skills.
  • Able to adapt and succeed in a changing environment
  • Strong and fluent German and English skills, both written and spoken

Those advantages are waiting for you at CENTOGENE:

  • Talents are individually supported by internal and external trainings
  • An international career in a multicultural environment
  • Regular company events form us as one team
  • In house yoga classes, back exercises and a fitness area are available for free
  • Lunch breaks and meetings on our roof terraces feel like vacation when looking at the Warnow
  • Bike-leasing or job tickets allow an environmentally-friendly and reasonable travel to work
  • In case of language barriers we offer German and English classes as well as support in finding accommodation to help you get going

Applications from severely disabled people with appropriate suitability are explicitly welcome. Severely disabled applicants and equivalent status are given preferential consideration in the event of equal qualification.

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For those who embark on a career with CENTOGENE, they’ll enjoy an exciting, dynamic, entrepreneurial and extremely fast-paced environment. Working alongside dedicated colleagues, CENTOGENE employees enjoy other benefits including upskilling from a dedicated training department, yoga classes, company-sponsored bicycle leasing, German language classes, and new state-of-the-art premises conveniently located featuring roof terraces and an in-house fitness center. For employees new to Rostock we’ll also support on finding local housing.

Who we are

CENTOGENE is a rare disease company focused on transforming clinical, genetic, and biochemical data into medical solutions for patients. We are focused on bringing rationality to treatment decisions and accelerating the development of new orphan drugs by using our knowledge of the global rare disease market, including its epidemiological and clinical heterogeneity and our innovative biomarkers.

As one of the largest rare disease companies worldwide, CENTOGENE is dedicated to transforming the science of genetic information into solutions and hope for patients with rare diseases and their families. 


Anja Seidel
0381 80113 654