Customer Support Representative - Sword Health

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment. As a Care Coordinator reporting to our Care Coordination Lead, you will work in a dynamic role that is at the very heart of our service: supporting users with back pain daily via phone, email, or chat, easing their anxieties, and enthusiastically guiding them through using our app.

What you’ll be doing

• Directly contact new users suffering from back pain and empathetically guide them from the very first step of their digital therapy.
• Securely guide users through the app's features and ensure they can use the digital therapy smoothly.
• Stand by patients day after day, explaining the next steps of their treatment and addressing their fears or concerns with a strong service mindset.
• Resolve technical issues directly or forward them to our development team in a structured manner.
• Communicate confidently with doctors and health insurance companies to independently clarify billing topics and organizational matters.
• Seamlessly and conscientiously document all user interactions in a highly structured manner.
• Create regular reports and share key insights as well as updates with the rest of the team.
• Keep a cool head and maintain professionalism, even in eventful or stressful situations.

What you need to have

• Apprenticeship or a degree in the healthcare sector (e.g., physiotherapy, healthcare management, medical assistants, etc.).
• At least 2 years of professional experience in customer service.
• Availability to work full-time.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work both independently and as part of a team.
• Good understanding of technology and the ability to learn the benefits of a digital therapy.
• Experience with ticketing software for documenting and tracking user activity (e.g., Zammad or HubSpot).
• Mandatory: Native or C2-level written and spoken German.
• Advanced English skills (B2/C1 level).

Nice to Have

• Experience in customer service for Digital Health Applications (DiGAs).
• Experience with Zammad, Atlassian (Jira, Confluence, etc.), Slack, and Google Workspace.
• Further training/certification in medical product consulting (medizinische Produktberatung).