[Hiring] Customer Support Representative @Sword

Role Description

Kaia Health, part of Sword Health, is the digital therapy for musculoskeletal (MSK) pain in Germany. Doctors can prescribe it and statutory health insurers cover it.

As Customer Support Representative you are the first point of contact for patients who reach out to Kaia. You answer their calls and emails, solve their questions quickly and kindly, and take care of the administrative steps behind their therapy, such as processing and forwarding incoming prescriptions. You make sure every patient gets a fast, reliable answer and that nothing gets stuck along the way.

You’ll be one of the first members of our German team and will help build how we support patients, combining personal care with smart tools and automation.

What you’ll be doing

• 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

Qualifications

• 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

Requirements

• Nice to have: healthcare background (e.g., MFA, PTA)
• Knowledge of the German healthcare system
• Experience in digital health

Benefits

• Total Compensation Range: €34.000 — €40.000 EUR
• Country-specific benefits may vary and will be detailed separately.