Customer Support Representative, Ikerian
German & English Speaker
More information about location
AI-powered medical R&D
Open for applications
AI-powered medical R&D
21-100 employees
Open for applications
More information about location
21-100 employees
Company mission
To tackle inefficiencies in healthcare with disease specific solutions, improving outcomes for patients.
Role
Who you are
- 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 (EG HubSpot, Zendesk etc.)
- 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
- Proficiency in English and German is required
What the job involves
- We are seeking a dedicated and knowledgeable, german-speaking Customer Support Representative to join our growing team
- This role is crucial for maintaining high levels of customer satisfaction by providing prompt and effective support for our cloud-based medical image analysis platform
- 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
- Serve as the primary point of contact for customer inquiries and support requests
- Provide clear, concise, and friendly communication to customers
- Keep customers informed about the status and resolution of their issues
- Support the end-user communication for new feature releases and software updates
- Work closely with the Operations and Customer Success teams to ensure alignment and comprehensive support
- Escalate issues when necessary and follow up to ensure resolution
- Contribute to team meetings and share insights to improve processes and customer experience
- 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 the product and development teams to help improve the platform and support processes
- You will be joining a small but growing support team, currently consisting of one Customer Support Coordinator
- This role does not require on call or on duty outside of regular business hours
Application process
- Please provide us with English CV / Motivation letter!
Our take
The advancement of AI means that medical data can be analysed to predict health risks, enabling proactive care which reduces costs and improves outcomes. Ikerian, formerly RetinAI Medical, is a Swiss digital healthcare firm dedicated to enabling faster and better healthcare decisions.
The company leverages AI to streamline medical image and data management, standardising and analysing multimodal healthcare data. It serves a range of medical sectors, including rare diseases, and has made noteworthy collaborations with industry leaders and major pharma players. In 2024, it made moves into a new market, debuting the discovery platform for ophthalmologists and optometrists.
In 2025, Ikerian was acquired by eyewear and lens multinational EssilorLuxottica, which will utilise its software for its products. Ultimately, the company's vision is to democratise accessible healthcare, leveraging data to address systemic and chronic diseases.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- A chance to be part of an exceptional team driving innovation in healthcare
- Supportive work environment that fosters work-life balance
- Opportunities for professional growth and development in an international setting
- A culture of collaboration and inclusion, which is fundamental to our ethos
- Occasional travel to our HQ in Switzerland, immersing you in our core operations and company culture
- Provision of hardware and software equipment to facilitate efficient and effective remote work
Company HQ
Mattenhof, Bern, BE
Leadership
Carlos Ciller
(Co-Founder & CEO)Also works as a Startup Trainer and Coach for Venturelab. Previously worked for the Innovation Forum as Director of Global Business Development.
Stefanos Apostolopoulos
(Co-Founder & CTO)Also works as Project Lead at The Open Toolkit Library. Prior to this, was a Doctoral Assistant for the ARTORG Center for Biomedical Engineering Research.
Share this job
View 2 more jobs at Ikerian