Customer Support Representative

🔥 38 minutes ago

🇩🇪 Germany – Remote

💵 €34k - €40k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Sword Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Sword Health is a digital health company offering an AI Care platform that combines artificial intelligence with licensed clinicians to provide virtual care primarily for musculoskeletal (MSK) pain, women's health, cardiometabolic health, and mental health. Their platform includes AI-driven digital physical therapy for pain (Thrive), women's health program (Bloom), cardiometabolic program (Pulse), mental health support (Mind), and Predict, an AI engine to identify members at high risk for avoidable surgeries. Sword sells to employers, health plans, unions, consultants & brokers, and individuals, focusing on measurable cost savings, surgical avoidance, and improved clinical outcomes. They emphasize security, privacy, and clinical evidence with peer-reviewed studies and validated ROI.

📋 Description

• Handle incoming patient calls and emails, including questions about getting started, app use, and technical issues • Process incoming prescriptions and documents and forward them correctly and on time • Write clear, friendly emails and keep patients informed about next steps • Document requests in the CRM/ticketing system and follow cases through resolution in line with DSGVO • Liaise with doctors’ practices and health insurers where needed • Forward product feedback and complaints according to quality processes, flagging recurring issues to Operations and Product • Help build FAQs and email templates • Use AI tools to answer patients faster and better • Help build support processes as an early member of the German team

🎯 Requirements

• Native-level German (C2) • 1+ years of experience in customer support, patient service or a comparable service or administrative role • Friendly, clear communication on the phone and in writing • Empathy and patience with patients who often live with chronic pain and are not digital natives • Accurate, reliable and well organised, including with administrative tasks and documents • Experience with CRM or ticketing tools (e.g., Zendesk, HubSpot, Salesforce) and openness to new tools and technology • AI fluency at least at Explorer (Level 1), using AI daily to boost personal productivity • Nice to have: healthcare background (e.g., MFA, PTA), knowledge of the German healthcare system, experience in digital health

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