Customer Care Specialist

This is a fully remote position, open to applicants in Germany.

📋 Description

• Serve as the primary contact for clinical clients (e.g., radiology, oncology) for any inquiries related to our software solutions.

• Assess and analyze incoming support requests, accurately identifying whether they pertain to technical errors or issues tied to clinical workflows or system usage.

• Develop solutions and assist clients in effectively incorporating the software into their hospital practices.

• Collaborate closely with the technical team, prepare structured error reports, and manage customer communication until resolution.

• Establish the support framework from scratch: including a ticketing system, SLA documentation, escalation procedures, and a knowledge base.

• Create and sustain SOPs and self-service resources to automate frequently asked questions.

• Recognize trends in customer requests and convey them in an organized manner to product and clinical teams.

⛳️ Requirements

• A minimum of 3 years of professional experience in Customer Success, such as application support, implementation, project management, or consulting with direct customer engagement.

• A professional background in hospital IT or the healthcare SaaS sector.

• Basic knowledge of clinical workflows, preferably in radiology.

• Familiarity with medical software like RIS, PACS, or KIS (hospital information system / HIS).

• Experience in developing or enhancing support processes.

• A structured and self-organized working style in a dynamic, growth-focused environment.

• Proficiency in both German and English (minimum B2 level).

🏝️ Benefits

• Contribute to a meaningful product that has a positive impact on healthcare and people's lives.

• Join a supportive, highly qualified international team.

• Access to an individual training budget to foster your professional growth.

• Benefits including a job ticket, company bike (Jobrad), access to a corporate benefits portal, Wellpass, and additional perks.

• Flexible working hours with the possibility of up to 100% remote work within Germany.