Customer Support Representative German & Eng Speaker (Full Time Remote Europe)

About Us

Ikerian AG (formerly RetinAI Medical) is a fast-growing medical device software company headquartered in Bern, Switzerland. Our mission is to enable the right decisions sooner in healthcare, through transformative AI & data management solutions for disease screening and monitoring. Join our diverse team of entrepreneurs, developers, researchers, and commercial experts who are collectively shaping the future of healthcare.

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.

Please provide us with English CV / Motivation letter!

Duties and Responsibilities:

• Ticket Management
• 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.
• Customer Communication
• 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
• Collaboration
• 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.
• Compliance and Documentation
• 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
• Continuous Improvement:
• 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.

• 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.

• This is a remote position, but candidates must be able to overlap for a minimum of five hours with standard Central European Time (CET) business hours.
• 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.
• You will play a key role in a growing team, helping to shape the future of customer support at Ikerian AG.
• Opportunities for career advancement and professional development within the company.