Customer Support Associate, SkinVision
3-4 days a week in office
Skin cancer melanoma detection app
Posted today
Skin cancer melanoma detection app
21-100 employees
Posted today
3-4 days a week in office
21-100 employees
Company mission
To save 250,000 lives in the next decade by early detection of skin cancer.
Role
Who you are
- 2 years in customer service, customer experience, or a similar frontline role, ideally in health, healthtech, or another regulated/sensitive domain
- Hands-on experience with Zendesk (or a comparable ticketing/help platform). Experience with Survicate, Intercom, or other CX/feedback tools is a strong plus
- Comfort working with data: pulling reports, tracking your own KPIs, spotting trends in ticket volume and topics
- A builder, not a responder. You are motivated by improving the system, not just clearing the queue
- Emotionally steady. You can hold space for users dealing with cancer-related anxiety, diagnoses, or grief without losing composure or care
- Commercially aware. You understand that great support builds retention, trust, and partner satisfaction, and you act on it
- Cross-functional by default. You’re comfortable working with Product, Engineering, CSM, Sales, and Partner Ops
- Bachelor’s or HBO degree, preferably in public health, communications, or a related field
- Dutch (native) and English (fluent, written and verbal). Additional languages are a plus
What the job involves
- At SkinVision, Customer Service is not a ticket queue - it is a frontline role in a mission to save lives from skin cancer
- Our specialists support users at potentially the most anxious moment of their health journey: waiting for a skin spot assessment, following up on a high-risk result, or navigating a diagnosis
- Every interaction matters, both for the person on the other end and for the quality signal it sends back into our product, algorithm, and partner programs
- This role operates across all three of our business lines: B2C (direct users), B2B (insurer and employer partners), and B2D (doctors and clinics), meaning you will handle a wide variety of cases and audiences, each with its own context and expectations
- We are looking for someone who sees support as a craft, not a script
- Someone who wants to shape how we deliver experience, not just respond to what comes in
- Own the user relationship across B2C, B2B, and B2D, handling inbound tickets, escalations, and proactive outreach with care, accuracy, and speed
- Personally follow up on high-risk cases, supporting users in making the decision to consult a doctor - one of the most impactful actions in our funnel
- Support former and current skin cancer patients diagnosed through our service, with empathy and discretion, and help collect pathology reports that validate our algorithm and mission
- Hit and improve our core CX KPIs: First Response Time, First Resolution Time, CSAT (ticket-level and in-app), and NPS. You will be accountable for your numbers and active in finding ways to move them
- Improve the experience itself, not just resolve it. Spot patterns in tickets, surface friction in app flows, propose changes to macros, help articles, chat experiences, and self-service journeys
- Build chat and conversational experiences in collaboration with Product and Ops, moving us from reactive ticketing toward proactive, in-context support
- Be the user’s voice internally: feed structured feedback to Product, Engineering, CSM, and Partner Ops on bugs, confusing flows, and partner-specific issues (promo codes, integrations, eligibility, etc.)
- Represent SkinVision professionally across every channel and every business line, from a worried B2C user to a partner-funded employee to a physician’s office
Our take
SkinVision’s AI-driven app allows anyone with a smartphone to track and assess skin irregularities and receive feedback within thirty seconds. It’s important to note that the app does not provide a diagnosis; instead, it indicates a risk factor from which users can decide to see a medical expert.
It’s one of quite a few apps of its kind to emerge in the last few years, including Google’s Derm Assist. Given that in Western countries, skin cancer is the most common cancer, any tech developments that help reduce severe illness and death are most welcome.
However, there has been some criticism of the performance of SkinVision and other apps of its ilk, especially when it comes to analysing non-Caucasian skin tones. This opens up another avenue of questions about unequal image samples in medical databases, rather than the app developers themselves.
That being said, for SkinVision to make the difference it's committed to, the bottom line will be the accuracy of its results, for which further product innovation is crucial.
Steph
Company Specialist at Welcome to the Jungle
Insights
-23% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2018
$7.6m
SERIES B
Aug 2015
$3.4m
SERIES A
Total funding: $12.3m
Company HQ
Buiksloterham, Amsterdam, Netherlands
Leadership
Erik de Heus
(CEO)Partner at Personal Health Solutions Capital BV. Former CEO at Philips Electronics Wellness Solutions. former CEO of electricity, natural gas, internet and television company Oxxio.
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