Customer Support Representative

🔥 12 hours 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

201 - 500 employees

Founded 2015

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Sword Health is a digital health company that combines artificial intelligence with clinical expertise to provide world-class care for muscle, joint, and pelvic health conditions. By offering digital physical therapy and AI-driven care, Sword helps individuals recover from physical ailments from the comfort of their own home, avoiding surgeries and reducing the need for medications. The company provides employers, health plans, and individuals with personalized treatment plans that are cost-effective and have proven outcomes in pain reduction and improved productivity. Sword Health is dedicated to expanding access to high-quality care and ensuring health equity across global communities.

📋 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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