Customer Support Representative

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

📋 Description

• Provide support to patients via telephone and email, addressing queries about therapy initiation, app usage, and technical issues.

• Process incoming prescriptions and documents, ensuring they are accurately and timely forwarded.

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

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

• Coordinate with medical practices and health insurance companies when necessary.

• Forward product feedback and complaints according to quality processes, and report recurring issues to Operations and Product teams.

• Assist in creating FAQs and email templates, utilizing AI tools to enhance patient support.

• As an early member of the German team, contribute to shaping support workflows.

⛳️ Requirements

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

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

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

• Empathy and patience when interacting with patients, many of whom live with chronic pain and may not be digital natives.

• Careful, reliable, and structured work approach, especially with administrative tasks and documentation.

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

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

🏝️ Benefits

• [Insert benefit details here]

• [Insert additional benefit details here]