RetinAI Medical is looking for a Customer Support Representative fluent in German and English to join our team. In this role, you will be the primary point of contact for customer inquiries and support requests for our cloud-based medical image analysis platform. You will maintain high customer satisfaction by providing prompt and effective support, managing tickets, and collaborating with internal teams.
What You'll Do
- Monitor and manage the ticketing system (Hubspot) independently.
- Triage and prioritize tickets based on urgency and impact.
- Resolve tickets efficiently and effectively within your scope of expertise.
- Forward complex or technical issues to the Tech Support team with detailed information.
- Provide clear, concise, and friendly communication to customers.
- Keep customers informed about the status and resolution of their issues.
- Support end-user communication for new feature releases and software updates.
- Work closely with Operations and Customer Success teams to ensure alignment.
- Escalate issues when necessary and follow up to ensure resolution.
- Contribute to team meetings and share insights to improve processes.
- Maintain basic understanding of relevant regulations and compliance requirements in the EU and US.
- Document all customer interactions and resolutions accurately in the ticketing system.
- Maintain content in the knowledge base by creating, reviewing and updating articles, screenshots and screen videos.
- Create comprehensive self-guided tours using Supademo.
- Participate in training sessions to stay updated on platform updates, new features, and best practices.
- Provide feedback to product and development teams to help improve the platform and support processes.
What We're Looking For
- 3+ years in a customer support or customer success role, ideally in SaaS.
- Previous experience supporting B2B SaaS customers.
- Previous experience using ticketing or support request management tools (e.g., HubSpot, Zendesk).
- Proficiency in English and German is required.
Nice to Have
- Familiarity with agile, startup, or scale-up environments.
- Experience working in multilingual or international teams.
- Experience with support metrics (CSAT, NPS, first-response time, etc.).
- Additional languages are a bonus.
Technical Stack
- Hubspot
- Supademo
Team & Environment
You will join a small but growing support team, currently consisting of one Customer Support Coordinator. You will play a key role in a growing team, helping to shape the future of customer support.
Benefits & Compensation
- Remote position.
- Opportunities for career advancement and professional development within the company.
- Role does not require on call or on duty outside of regular business hours.
Work Mode
This is a full-time remote position open to candidates based in Europe.
RetinAI Medical's mission is to enable the right decisions sooner in healthcare, through transformative AI & data management solutions. Join our diverse team of entrepreneurs, developers, researchers, and commercial experts who are collectively shaping the future of healthcare.
