Primary point of contact for clinical customers (e.g., radiology, oncology) for all questions about our software solutions
Receive and analyze incoming support requests, and accurately determine whether they are technical errors or issues related to clinical workflows or system usage
Develop workarounds and assist customers in optimally integrating the software into their hospital routines
Work closely with the technical team, prepare error reports in a structured way, and manage customer communication until resolution
Build the support infrastructure from the ground up: ticketing system, SLA documentation, escalation processes, and knowledge base
Create and maintain SOPs and self-service resources to automate recurring inquiries
Identify patterns in customer requests and communicate them in a structured manner to product and clinical teams

You have at least 3 years of professional experience in Customer Success, for example in application support, implementation or project management, or consulting with direct customer contact
Professional background in hospital IT or the healthcare SaaS environment
Basic understanding of clinical workflows, ideally in radiology
Familiarity with medical software such as RIS, PACS, or KIS (hospital information system / HIS)
You have experience building or improving support processes
Structured, self-organized working style in a dynamic, growth-oriented environment
You have fluent German and English skills (at least B2)

Work on a meaningful product that positively impacts healthcare and people’s lives
A positive, highly qualified, international team
Individual training budget to support your professional development
Job ticket, company bike (Jobrad), corporate benefits portal, Wellpass, and additional benefits
Flexible working hours and up to 100% remote work within Germany possible

Customer Care Specialist

Key skills