Customer Support Representative
Join Sword Health as a Customer Support Representative to guide users through digital therapy for back pain.
Posted by employer 1 month ago
First seen on Joblaze 1 month ago
Last verified on the company career page 2 hours ago
What you'll build
- Support users with back pain via phone, email, or chat
- Document patient data accurately
- Communicate with doctors and health insurance companies
- Create regular reports and share insights
- Guide users through app features
Must have
- Fluent in German (C2 level)
- 2 years of customer service experience
- Degree in healthcare sector
- Excellent communication skills
- Strong analytical skills
Nice to have
- Experience in customer service for Digital Health Applications
- Experience with Zammad, Atlassian, Slack, Google Workspace
- Further training in medical product consulting
AI in the day-to-day
AI fluency is a core expectation at Sword.
Requirements
- Experience
- 2+ years
- Education
- Associate's degree
- Visa
- No sponsorship (stated in posting)
Joblaze summary
In the role of Customer Support Representative at Sword Health, the individual will engage daily with users experiencing back pain, providing guidance and technical support through various communication channels. Proficiency in technology and experience in customer service are essential, particularly with ticketing software, as the representative will document interactions and share insights with the team. This position is suited for someone with a background in healthcare and at least two years of customer service experience, particularly those fluent in German. The role is integral to Sword's mission of modernizing patient care through digital innovations.
Joblaze insights
- Listed about a month ago — first seen on Joblaze September 15, 2026. Last confirmed on Sword Health's careers page November 4, 2026.
- This exact title is also open at 1 other location at Sword Health: Remote - Germany.
- Starts above 1% of 1606 comparable mid other roles we track (median $105,000 across 205 companies).
Quick facts
- Is the Customer Support Representative role remote?
- Yes — Sword Health lists this as a fully remote position.
- What's the salary range?
- Sword Health lists €25,500–€34,500 for this role.
- How much experience is required?
- At least 2 years of relevant experience for this Customer Support Representative role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: English, German, HubSpot, Zammad.
- What seniority level is this role?
- Sword Health targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Support Representative role at Sword Health.
From the original posting
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, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need—and ultimately get back to lives lived in full.
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Explorer (Level 1) — Uses AI daily to boost personal productivity
Role
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
What you need to have
- 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
- Nice to have: healthcare background (e.g., MFA, PTA), knowledge of the German healthcare system, experience in digital health
*The range below reflects base, variable, and equity for this role.
Standard company text repeated across Sword Health's postings is omitted here.