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About the Role
As the primary owner of all incoming customer communication, you will understand and resolve customer issues, feeding insights back to the product and legal teams to improve DrAnsay. This role is crucial for customer satisfaction and product enhancement, offering end-to-end customer experience ownership and the opportunity to lead a customer service improvement initiative within the first year.
Responsibilities
- Own all incoming customer email communications, including responding and resolving issues.
- Establish quality feedback loops by surfacing patterns, process gaps, and product insights to internal teams.
- Manage escalations by identifying and clearly escalating outages, technical issues, or process failures.
- Take ownership of a defined customer service improvement initiative within the first 12 months.
- Maintain clear internal communication, keeping relevant stakeholders informed in an async-first manner.
Requirements
- Experience in customer support, preferably in a startup or fast-paced digital environment.
- Fluent German and fluent English (written and spoken).
- Comfort with tools such as Jira, Slack, and Google Workspace.
- A stable working history demonstrating reliability and follow-through.
- Completed vocational training or a university degree.
- Experience in eHealth, SaaS, or regulated environments (preferred).
- A track record of improving support processes (preferred).
- Ability to translate customer feedback into structured internal insights (preferred).
- Takes initiative without being asked.
- Communicates clearly and documents important information.
- Maintains consistency under pressure without burnout.
- Collaborative while maintaining independence.
Skills
- Customer Support
- Communication
- Problem-Solving
- Feedback Analysis
- Escalation Management
- Project Management
- Jira
- Slack
- Google Workspace
- German Language Proficiency
- English Language Proficiency
Location
- Remote (Germany)
Work Type
- Remote
- Full-time
Experience Level
- Mid-level
Education Level
- Vocational Training
- University Degree
Salary/Compensations
- €30,000–€40,000 gross
Benefits
- Fully remote work from anywhere in Germany
- Real ownership from day one
- Small, direct team with low-ego collaboration
- Opportunity to work on a product that helps people
- Fast decision-making
- Clear expectations
- No bureaucracy
About the Company
- DrAnsay is a digital health company making healthcare more accessible by providing quick, digital sick leave certificates.
- The company operates a fast, remote-first, lean product.
- DrAnsay is a small team that values ownership, fast decisions, and outcomes over optics.
- The company culture prioritizes health for both customers and employees.
Equal Opportunity
- DrAnsay is an equal opportunity employer.
- Candidates are evaluated based on skills, experience, and values.