Customer Support Representative

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

📋 Description

• Manage incoming calls and emails from patients, addressing inquiries related to initial setup, application usage, and technical difficulties.

• Process and forward prescriptions and documents accurately and punctually.

• Compose clear and friendly emails to keep patients updated on subsequent steps.

• Record requests in the CRM/ticketing system and monitor cases through to resolution in accordance with DSGVO regulations.

• Coordinate with medical practices and health insurers as necessary.

• Relay product feedback and complaints following quality protocols, highlighting recurring issues to Operations and Product teams.

• Assist in developing FAQs and email templates.

• Utilize AI tools to enhance the speed and quality of patient responses.

• Contribute to the establishment of support processes as an early member of the German team.

⛳️ Requirements

• Native-level proficiency in German (C2).

• Over one year of experience in customer support, patient services, or a similar administrative or service role.

• Ability to communicate clearly and amicably both over the phone and in writing.

• Demonstrated empathy and patience when dealing with patients, particularly those experiencing chronic pain and who may not be digital natives.

• Highly organized, accurate, and dependable, particularly in relation to administrative tasks and documentation.

• Familiarity with CRM or ticketing systems (e.g., Zendesk, HubSpot, Salesforce) and a willingness to explore new tools and technologies.

• Proficiency in AI tools at least at Explorer (Level 1), employing AI daily to enhance personal productivity.

• Preferred: background in healthcare (e.g., MFA, PTA), understanding of the German healthcare system, and experience in digital health.

🏝️ Benefits

• Opportunity to work in a fast-growing company with a focus on innovative healthcare solutions.

• Flexible working hours and the possibility of remote work.

• A supportive and collaborative team environment.

• Professional development opportunities to enhance your skills.