Patient Support Specialist

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

📋 Description

• As the primary point of contact for our users and healthcare professionals, you will engage via phone and written communication, maintaining a calm, empathetic, and solution-oriented demeanor.

• Your role involves not only addressing technical and content-related inquiries but also comprehending them thoroughly.

• You will diligently track bugs and issues through to resolution, ensuring no detail is overlooked.

• Enjoyment in communication, effective time management, and the ability to handle multiple open requests simultaneously are key aspects of your work.

• We commit to responding to our users within 24 hours, including weekends and public holidays.

• Familiarity with modern support tools like Intercom is essential, as you will use them proficiently to maximize their potential.

• You will actively monitor advancements in technology, particularly in AI and AI-driven tools, and offer innovative suggestions for their meaningful application in support.

• Thinking beyond immediate tasks is crucial; you will identify areas for process improvement, proactively propose modifications, and take ownership out of desire, not obligation.

• Your goal is to dedicate your full-time efforts to something that truly creates an impact.

⛳️ Requirements

• You possess confident communication skills, both written and verbal, and know how to connect with diverse individuals.

• Working independently is natural for you, and you understand when to escalate issues or involve the team — taking responsibility comes easily.

• Attention to detail is essential, enabling you to maintain clarity even in complex situations — as a testament to this, we’re on a first-name basis, and you should begin your cover letter with “Hey Gapcloser.”

• You have a strong technical aptitude, with support tools such as Intercom, Microsoft Office, and digital workflows being second nature.

• Several years of experience in direct customer support, ideally in a medical environment, is expected.

• You find excitement in AI tools and new technologies, integrating them pragmatically into your daily tasks.

• A willingness to learn new topics and systems quickly, coupled with the ability to teach yourself independently, is required.

• Fluency in German and excellent communication skills in English are necessary.

• Occasional travel for workations (3–4 times a year) is a requirement.

🏝️ Benefits

• A full-time, remote position that fosters a genuine team spirit despite a digital environment.

• Ample creative freedom and real ownership, where your ideas are valued and put into action.

• Competitive compensation with potential participation in company success (VSOP).

• A dedicated budget for training and coaching to support your professional and personal development.

• Regular team gatherings across Germany and shared workations.

• A passionate team that values humor and is on a mission that truly makes a difference.

• Your contributions matter — you will help us enhance support incrementally each day.

• We prioritize a transparent recruitment process, ensuring you are always informed about your progress.