Customer Support Representative

Responsibilities

• Inbound support: Handle incoming patient calls and emails, from questions about getting started to using the app and technical issues
• Prescription handling: Process incoming prescriptions and documents and forward them correctly and on time
• Patient communication: Write clear, friendly emails to patients and keep them informed about their next steps
• Case management: Document all requests in our CRM / ticketing system and follow cases through until they’re resolved, in line with data protection (DSGVO)
• Coordination: Liaise with doctors’ practices and health insurers where needed
• Feedback & quality: Forward product feedback and complaints according to our quality processes, and flag recurring issues to Operations and Product
• Continuous improvement: Help build FAQs and email templates, and use AI tools to answer patients faster and better

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