{"id":3283665,"url":"https://alion.io/job/sword-health-customer-support-representative","title":"Customer Support Representative","company":{"id":591,"name":"Sword Health","domain":"swordhealth.com","url":"https://alion.io/company/sword-health","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Germany"],"countries":["DE"],"hiring_countries":["DE"],"hiring_countries_total":1,"salary":{"min":34000,"max":40000,"currency":"EUR","period":"year","gross":null,"usd_annual":44733},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"HubSpot","optional":false},{"name":"Kaia","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-26T12:56:58Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-27T20:59:31Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need-and ultimately get back to lives lived in full.\nSince 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare.\nAI Proficiency at Sword\nAI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework - be ready to share real examples of how AI is already part of how you work.\nExplorer (Level 1) - Uses AI daily to boost personal productivity\n\nBuilder (Level 2) - Creates workflows and tools that elevate the whole team\n\nIntegrator (Level 3) - Embeds AI into products and processes at scale\n\nEvery hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.\nRolle\nKaia Health, Teil von Sword Health, ist die digitale Therapie bei muskuloskelettalen (MSK) Schmerzen in Deutschland. Ärzt:innen können sie verordnen, die gesetzlichen Krankenkassen übernehmen die Kosten.\nAls Customer Support Representative bist du die erste Ansprechperson für Patient:innen, die sich an Kaia wenden. Du nimmst ihre Anrufe und E-Mails entgegen, löst ihre Anliegen schnell und freundlich und kümmerst dich um die administrativen Schritte rund um ihre Therapie, zum Beispiel die Bearbeitung und Weiterleitung eingehender Rezepte. Du sorgst dafür, dass alle Patient:innen schnell eine verlässliche Antwort bekommen und dass unterwegs nichts liegen bleibt.\nDu gehörst zu den ersten Mitgliedern unseres deutschen Teams und gestaltest mit, wie wir Patient:innen unterstützen, mit persönlicher Betreuung, smarten Tools und Automatisierung.\nDeine Aufgaben\nInbound-Support: Du nimmst Anrufe und E-Mails von Patient:innen entgegen, von Fragen zum Therapiestart über die Nutzung der App bis zu technischen Problemen\nRezeptbearbeitung: Du bearbeitest eingehende Rezepte und Dokumente und leitest sie korrekt und fristgerecht weiter\nKommunikation mit Patient:innen: Du schreibst klare, freundliche E-Mails und hältst Patient:innen über ihre nächsten Schritte auf dem Laufenden\nFallbearbeitung: Du dokumentierst alle Anfragen in unserem CRM-/Ticketsystem und begleitest Fälle bis zur Lösung, datenschutzkonform nach DSGVO\nAbstimmung: Bei Bedarf stimmst du dich mit Arztpraxen und Krankenkassen ab\nFeedback & Qualität: Du leitest Produktfeedback und Beschwerden gemäß unseren Qualitätsprozessen weiter und meldest wiederkehrende Themen an Operations und Produkt\nKontinuierliche Verbesserung: Du baust FAQs und E-Mail-Vorlagen mit auf und nutzt KI-Tools, um Patient:innen schneller und besser zu helfen\nWas du mitbringst\nDeutsch auf muttersprachlichem Niveau (C2) und gute Englischkenntnisse\nMindestens 1 Jahr Erfahrung im Kundenservice, Patientenservice oder in einer vergleichbaren Service- oder Verwaltungsrolle\nFreundliche, klare Kommunikation am Telefon und schriftlich\nEmpathie und Geduld im Umgang mit Patient:innen, die oft mit chronischen Schmerzen leben und keine Digital Natives sind\nSorgfältige, zuverlässige und strukturierte Arbeitsweise, auch bei administrativen Aufgaben und Dokumenten\nErfahrung mit CRM- oder Ticketsystemen (z. B. Zendesk, HubSpot, Salesforce) und Offenheit für neue Tools und Technologien\nWünschenswert: Hintergrund im Gesundheitswesen (z. B. MFA, PTA), Kenntnisse des deutschen Gesundheitssystems, Erfahrung im Bereich Digital Health\n*The range below reflects base, variable, and equity for this role.\nThis is a starting point, not a ceiling - once someone joins and proves they're outlier talent, we adjust quickly to make sure their compensation matches their impact.\nJob titles may span more than one career level, so actual pay depends on skills, qualifications, experience, location, and market demand, among other factors. The range reflects base salary plus any variable, bonus, or sales incentives, and our estimate of the value of private company stock options where applicable. It's subject to change, and future stock value isn't guaranteed. Sword also offers additional benefits beyond total compensation.\nTotal Compensation Range\n€34.000—€40.000 EUR\nCountry-specific benefits may vary and will be detailed separately.\nSword Health complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.","description_format":"text","description_chars":5563,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Proficiency (C2)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Equity","Stock options"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Physiotherapy & Rehabilitation","Medical AI","Digital Therapeutics"],"lifecycle":[{"event":"open","at":"2026-10-26T17:40:40Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":44733,"is_top_pay":false},"html_url":"https://alion.io/job/sword-health-customer-support-representative","json_url":"https://alion.io/job/sword-health-customer-support-representative.json","meta":{"generated_at":"2026-10-28T00:46:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":932,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":591},"rest":"https://alion.io/mcp/rest/get_company?id=591"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsword-health-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsword-health-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsword-health-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sword-health-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsword-health-customer-support-representative"}]}