Customer Support Specialist

About the role

You will join our team to manage patient interactions and consultation workflows as we expand our German healthcare operations in the Berlin region. In this position, you will help define our local culture and establish the foundational patient service standards that guide our community. You will act as the primary point of contact for our medical community, handling a diverse range of inquiries and concerns with professionalism. The role requires ownership of complex patient journeys from initial contact to resolution. You will be instrumental in shaping the patient experience through every digital touchpoint we manage. Success in this position means ensuring that every interaction reflects our commitment to care and operational excellence. You will be a key driver in building trust and reliability for our brand within the local market.

Key facts

What you'll do

• Onboard new patients and handle outbound calls to ensure service quality and a seamless entry into our care ecosystem.
• Coordinate with pharmacists, nurses, and prescribers to manage order delivery and resolve any logistical or clinical distribution issues.
• Monitor patient feedback across channels to identify issues, report bugs, and contribute to iterative improvements in our service processes.
• Maintain and update internal process documentation to ensure accuracy, compliance, and ease of use for the entire support team.
• Manage our Facebook community, including member moderation, engagement facilitation, and strategic content scheduling to foster a supportive environment.
• Adapt to evolving business needs by taking on additional tasks and responsibilities as required to support team objectives and company growth.
• Serve as an expert-level resource for other team members by sharing knowledge and best practices related to patient communication.
• Analyze interaction data to identify trends, recurring problems, and opportunities for workflow optimization or policy adjustment.
• Collaborate cross-functionally with clinical and operations teams to close the loop on patient requests and ensure alignment on service standards.
• Uphold brand consistency in all written and verbal communications while adhering to internal guidelines and regulatory considerations.
• Proactively identify friction points in the patient journey and propose actionable solutions to improve efficiency and satisfaction.
• Act as a first-line escalation contact for complex inquiries, determining when and how to involve specialized departments or external partners.

Requirements

• 1 to 2 years of experience in customer support, hospitality, or sales, demonstrating a track record of handling sensitive interactions.
• Bilingual fluency in German and English is mandatory, with German being native or fluent and English at a minimum B2 level.
• Ability to adjust communication tone based on the situation, switching between empathetic, professional, and instructional styles as needed.
• Strong problem-solving skills and a proactive approach to work, taking initiative to resolve issues before they escalate.
• Comfort with computer systems and digital tools, with a quick ability to master new software applications and interfaces.
• Reliable internet connectivity and a suitable home working environment conducive to professional call handling.
• A high level of professionalism and discretion when dealing with confidential patient information and sensitive health topics.
• Willingness to adhere to the potential Tuesday to Saturday schedule, recognizing that healthcare operations may require coverage across these days.

Nice to have

• Prior experience working in a startup environment, bringing agility and comfort with ambiguity to the role.
• Familiarity with Zendesk or Google Suite, which would allow for a smoother transition into managing our support ecosystem.

Skills & tools

• Google Suite
• Zendesk
• Customer communication
• Process documentation

Practical notes

• Compensation is 30,000 to 35,000 Euro gross per year.
• Benefits include equity, 28 days of annual leave, 3 weeks of work-from-anywhere per year, and a wellness allowance.
• Professional development includes an annual learning budget and 3 days of dedicated development leave.
• The role is hybrid with an office presence in Berlin.