Customer Support Specialist, German Speaking (f/m/d)

Location: Berlin, Germany  Role type: Permanent full-time (hybrid working) Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world’s biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health. Founded in Australia in 2019, we have now helped over 500K patients globally by combining technology, design and operational excellence to help patients access the best clinical support when they need it - wherever they are. Our 4 digital Clinics (Juniper, Pilot, Kin & Software) focus heavily on personalising the experience for different demographics and are powered by a growing team across 5 countries (Australia, UK, Germany, Japan, and the Philippines). We’ve raised over AUD$150M in funding from Aussie and Silicon Valley investors who were early backers of Uber, Canva and AirBnb. With plans to launch into several more markets, offline channels, and tackle new conditions. We’re looking to continue building our team of high calibre individuals who are passionate about healthcare, aren’t afraid to work hard, and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally. About the team Patient experience and safety is at the heart of Eucalyptus and all of our brands. The patient experience team thrives on making every patient feel uniquely cared for and ensuring our prescribers, nurses and fellow Eucalypts can rely on us. This is not a traditional support role. We offer unique opportunities to learn about different areas of the business and be involved in product launches, onboarding new patients, and building processes and tools to help us scale. About the role (What you’ll be doing) Responsible for onboarding new patients, proactively resolving patient tickets and making outbound calls to ensure we consistently deliver products and services above patient expectations Work closely with our pharmacy, nurses and prescribers to ensure patients are informed and receive their orders in a timely and convenient manner Be the first to see or hear back on patient sentiment - share patient pain points, escalate issues, fix bugs and ensure the continual improvement of our products and services Support building, implementing and ongoing maintenance of process documentation Be part of the founding team in Germany - we only launched in Germany 1 year ago so you will play a big role in shaping the culture here Be adaptive to the changing needs of Eucalyptus by taking on new responsibilities and ad-hoc tasks About you (Who you are) At least 1 year of experience working in customer support, hospitality, sales, or another customer facing role with a strong desire to learn more and progress your career in a fast-paced environment Bi-lingual in German and English - speaking and writing (German fluent, English B1/B2) Strong written and verbal communication skills, and has ability to adapt tones of voice to interact with customers Naturally empathetic, reliable, caring, with strong problem-solving skills Skilled with computers, or experience with CX software (prior experience with Google Suite and Zendesk is a plus) Drawn to fast-paced working environments, with a strong bias to action and ability to take initiative Fast learner and independent problem solver Bonus points if you have worked at a start up before Our values: Patients first - endeavour to make our patients’ lives simple and easy Build in the open, together - collaborate with each other and challenge ideas openly Earn the right to exist - have a bias to action, guided by data Dare to be great - push yourself and support each other to do our best work So, why join Eucalyptus? Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday and work amongst people who care deeply about our patients. You’ll be given the opportunity to tackle interesting problems and receive regular feedback from a supportive team We move at incredible speed - You’ll work with team mates who build in the open by sharing their work freely, this helps us learn and iterate quickly so we can deliver high quality outcomes faster than our competitors. You’ll spend a lot of time outside of your comfort zone learning and iterating frequently, we wouldn’t have it any other way We will invest in your career - You’ll get access to an annual professional development budget, mentors and buddies to ensure that you have the support you need to level up. We are all owners - You’ll be given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow. Your ideas will be valued regardless of your role, you will have ownership over the projects you work on which will feel both terrifying but extremely fulfilling Perks Offer a competitive remuneration package Fun office parties and team dinners so you can bond with your team regularly Eucalyptus and brand merch designed by our very own in-house creative team Monthly wellness benefit for gym membership, classes, or anything else to support your physical and mental wellbeing Annual learning and development benefits Want to see more? Check us out on Instagram @euc.alypt.us At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process.

Why join Eucalyptus?

We are on a growth journey, in the UK alone - we have gone from 0 to 2,000+ patients in just 6 months!

Work with best-in-class doctors, specialists, pharmacists, and medical professionals from all over the world.

Join a diverse team from Oviva, National Health Service (NHS), Atlassian, Canva, Google, McKinsey, Bain, Optiver, Koala, Manual and many many more.

We are proud to have built a patient-centric platform that provides end-to-end healthcare at scale

Strong culture of work-life balance and supported by flexible working hours

Offer a competitive remuneration package plus government contributions

Fun office parties and team dinners so you can bond with your team regularly

Eucalyptus and brand merch designed by our very own in-house creative team

Team
Germany
Location
Berlin, Berlin
Job type
Full-time
On-site / Remote
Hybrid

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