Customer Care Specialist

🕒 May 7

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Jacobian

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 $24.5M Series C on 2024-05

Artificial Intelligence • SaaS • B2B

Jacobian is a healthcare technology company that delivers AI-powered radiology reporting and diagnostic workflow solutions. Formed from the merger of Fluency for Imaging and Smart Reporting, it combines proven speech-recognition, structured reporting, and generative AI to streamline radiologist workflows, improve report accuracy and speed, and integrate with PACS/RIS/EMR systems via HL7 and FHIR.

📋 Description

• Primary point of contact for clinical customers (e.g., radiology, oncology) for all questions about our software solutions • Receive and analyze incoming support requests, and accurately determine whether they are technical errors or issues related to clinical workflows or system usage • Develop workarounds and assist customers in optimally integrating the software into their hospital routines • Work closely with the technical team, prepare error reports in a structured way, and manage customer communication until resolution • Build the support infrastructure from the ground up: ticketing system, SLA documentation, escalation processes, and knowledge base • Create and maintain SOPs and self-service resources to automate recurring inquiries • Identify patterns in customer requests and communicate them in a structured manner to product and clinical teams

🎯 Requirements

• You have at least 3 years of professional experience in Customer Success, for example in application support, implementation or project management, or consulting with direct customer contact • Professional background in hospital IT or the healthcare SaaS environment • Basic understanding of clinical workflows, ideally in radiology • Familiarity with medical software such as RIS, PACS, or KIS (hospital information system / HIS) • You have experience building or improving support processes • Structured, self-organized working style in a dynamic, growth-oriented environment • You have fluent German and English skills (at least B2)

🏖️ Benefits

• Work on a meaningful product that positively impacts healthcare and people’s lives • A positive, highly qualified, international team • Individual training budget to support your professional development • Job ticket, company bike (Jobrad), corporate benefits portal, Wellpass, and additional benefits • Flexible working hours and up to 100% remote work within Germany possible