Customer Support Representative

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

📋 Description

• Manage incoming patient inquiries via calls and emails, addressing questions related to initiation, app usage, and technical difficulties.

• Process received prescriptions and documents, ensuring they are forwarded accurately and punctually.

• Compose clear and friendly emails, keeping patients updated about subsequent steps.

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

• Communicate with medical practices and health insurers when necessary.

• Relay product feedback and complaints in line with quality protocols, highlighting recurring issues to the Operations and Product teams.

• Assist in the creation of FAQs and email templates.

• Utilize AI tools to respond to patient inquiries more efficiently and effectively.

• Contribute to the development of support processes as an initial member of the German team.

⛳️ Requirements

• Native-level proficiency in German (C2).

• A minimum of 1 year of experience in customer support, patient services, or a similar service or administrative role.

• Demonstrated friendly and clear communication skills, both verbally and in writing.

• Ability to empathize with and show patience towards patients who often experience chronic pain and may not be technologically savvy.

• Highly organized, reliable, and precise, especially with administrative tasks and documentation.

• Familiarity with CRM or ticketing systems (such as Zendesk, HubSpot, Salesforce) and a willingness to embrace new tools and technologies.

• Proficiency in AI at least at the Explorer level (Level 1), utilizing AI daily to enhance personal productivity.

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

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development and training.

• Supportive team environment.

• Flexible working hours.