34K–40K EUR / year
Customer Support Representative
Customer successWorkplace — Germany
Published on 2026-10-26
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Provide first-line phone and email support to patients using Kaia Health’s digital musculoskeletal therapy service. Resolve questions, process prescriptions and documents, and follow cases through to completion while helping improve support materials and workflows.
About the company
Sword Health is a digital musculoskeletal care company that helps employers and health plans deliver AI-powered physical therapy and related care programs.
What you'll do
- Respond to patient calls and emails about therapy, app use, and technical issues
- Process prescriptions and documents accurately and on time
- Document and manage cases in a CRM or ticketing system in accordance with GDPR
- Coordinate with medical practices and health insurers when needed
- Escalate feedback, complaints, and recurring issues to Operations and Product
- Help develop FAQs and email templates and use AI tools to improve support
What we're looking for
- Native-level German (C2) and good English
- At least one year of experience in customer service, patient service, or a comparable service or administrative role
- Clear, friendly communication by phone and in writing
- Empathy and patience with patients, including people living with chronic pain
- Careful, reliable, and organized approach to administrative work and documents
- Experience with CRM or ticketing systems and openness to new tools and technologies
Nice to have
- Healthcare background, such as MFA or PTA
- Knowledge of the German healthcare system
- Digital health experience