Customer Support Representative (Remote, Germany)

A digital health company delivering doctor-prescribed digital therapy for patients in Germany, with costs covered by statutory health insurance. The company is building an AI-supported care model and is growing its German team. This is an early team position in which you will help shape how patients are supported day to day.

What you'll do

• Handle inbound calls and emails from patients, covering therapy start, app use and technical issues
• Process incoming prescriptions and documents and forward them correctly and on time
• Write clear, friendly messages and keep patients informed about their next steps
• Document all requests in the CRM/ticketing system and follow cases to resolution in line with GDPR
• Coordinate with physician practices and health insurers when needed
• Pass on product feedback and complaints through quality processes, and help build FAQs and email templates using AI tools

What you need

• Native-level German (C2) and good English
• At least 1 year of experience in customer service, patient service or a comparable service or administrative role
• Friendly, clear communication by phone and in writing, with patience for patients who often live with chronic pain and are not digital natives
• Careful, structured way of working, including with administrative documents
• Experience with CRM or ticketing tools (e.g. Zendesk, HubSpot, Salesforce) and openness to new tools
• Ability to show real examples of using AI in your daily work
• Nice to have: healthcare background (e.g. medical assistant), knowledge of the German healthcare system, digital health experience

Applicants must be based in: Germany.

How to apply

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