Job Title
Health App Customer Support Specialist (m/f/d), German-speaking: Digital Health App (DiGA)

About the Role

We are looking for an empathetic and articulate German-speaking Customer Support Specialist to provide exceptional care to users of our digital health platform.

As the primary point of contact, you will mostly assist users with MCI/onset dementia on how to use our app via Multichannel support (email, chat and phone).

If you excel at active listening, navigating challenging conversations with grace, and maintaining complete confidentiality, this role is for you.

Key Responsibilities

Day to Day: Help patients in all matters regarding the use of our app, from redeeming the activation code to using the app every day.

Privacy & Discretion: Strictly adhere to medical data protection guidelines (GDPR/HIPAA) and maintain total confidentiality regarding patient records and user interactions.

Problem Resolution: Collaborate with internal technical and operations teams to resolve complex user issues and enhance the overall user journey.

Knowledge Base Contribution: Document common queries and insights to continuously improve our internal documentation and customer-facing FAQ.

Key Qualifications

Languages: Native or near-native proficiency in German (C1/C2) and professional working fluency in English (B2+).

Experience: A minimum of 2+ years of professional experience in customer support, ideally in healthcare, health insurance, pharma.

Communication: Exceptional verbal and written communication skills. Patience with users who aren't comfortable or used to technology.

Problem-Solving Skills: Strong critical thinking skills, high emotional intelligence (EQ), and calm composure under pressure.

Tools: Experience with ticketing tools such as Zendesk, Freshdesk or Intercom

Nice-to-Haves

- Academic or practical background in Psychology, Healthcare, Nursing, or a related medical field.

- Prior experience handling sensitive user data in health tech or telehealth environments.

What We Offer

- A meaningful role that directly impacts user health and well-being.

- Professional growth opportunities within a fast-growing digital health company.

- A supportive, international, and collaborative team culture.

About us

Our app is a digital therapy program for MCI/onset dementia. It's listed in the BfArM DiGA directory, so doctors can prescribe it and statutory health insurance pays for it. Patients in Germany use it to improve symptoms of cognitive decline.We're looking for someone who makes sure every patient gets from prescription to their online treatment sessions without getting stuck.