Customer Support Representative

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

📋 Description

• Providing support to patients via phone and email, addressing inquiries from therapy initiation to app usage and technical issues.

• Processing incoming prescriptions and documents accurately and forwarding them in a timely manner.

• Composing clear and friendly emails to inform patients about the next steps.

• Documenting inquiries in the CRM/ticketing system in compliance with GDPR and managing cases until resolution.

• Coordinating with medical practices and health insurance companies as necessary.

• Forwarding product feedback and complaints according to quality processes and reporting recurring issues to Operations and Product teams.

• Assisting in the development of FAQs and email templates, and utilizing AI tools to enhance patient support.

• Contributing to the shaping of support processes as an early member of the German team.

⛳️ Requirements

• Native-level proficiency in German (C2) and good command of English.

• At least 1 year of experience in customer service, patient services, or a similar service or administrative role.

• Friendly and clear communication skills, both over the phone and in writing.

• Empathy and patience in dealing with patients who often live with chronic pain and may not be digital natives.

• Careful, reliable, and structured working approach, even with administrative tasks and documentation.

• Experience with CRM or ticketing systems (e.g., Zendesk, HubSpot, Salesforce) and an openness to new tools and technologies.

• AI fluency at least Level 1 (Explorer), using AI daily to enhance personal productivity.

🏝️ Benefits

• Comprehensive onboarding and training programs.

• Opportunities for professional development and career advancement.

• Flexible working hours and a supportive team environment.