Customer Support Specialist – Medical Device Startup

Berlin / London / United Kingdom / Malmö      ·       Full time

Our mission

Today, more people die from suicide than from war, crime and terrorism combined.

Our mission is to develop new ways to combat mental health issues with science and technology.

Our first product, Flow, is a medication-free treatment for depression, the leading cause of disability in the world. It combines a brain stimulation headset and an app-based therapy program to create a new effective, safe, and affordable way to treat depression, at home.

Our team consists of neuroscientists, psychologists, animators, senior game developers and top management consultants. 

Who we want

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.

Customer Support Specialist responsibilities include:

• Resolving customer queries, recommending solutions and guiding product users through features and functionalities.
• To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.
• You should also be familiar with help desk software (we are using Freshdesk as our primary help desk software).
• Ultimately, you will help establish our reputation as a company that offers excellent customer support.

What you will do

• Responding to customer queries in a timely and accurate way via email or chat
• Identifying customer needs and helping customers use our treatment but also be helpful in shipping questions, refunds etc. 
• Analysing and reporting product malfunctions, tagging and collecting data that is used for KPIs

The role  

This position is for you, if you:

• are excited to bring a new treatments to the world for diseases that affect billions of people worldwide.
• want to work in the intersection of medical technology, digital health, hardware, psychology and artificial intelligence.
• have a strong passion and integrity for what you do and want to challenge the way we treat mental health problems today.
• enjoy being one of the first employees in a startup with truly global potential and ambitions, and be a part of shaping the culture and future of the company.

Responsibilities

• Respond to customer queries in a timely and accurate way, via email or chat
• Identify customer needs and help customers
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about issues related to the product and useful discussions with customers
• Monitor customer complaints in the support and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Further down the line: Assist in training junior Customer Support Representatives

The offer

If you have a great profile and are passionate about how to tackle mental health issues with tech we can offer you:

• Extremely committed co-workers
• A chance to work with a truly unique product with the potential to change millions of lives for the better
• Access to an amazing network within science (the first and foremost researchers in brain stimulation are on our medical advisory board), finance (Silicon Valley based Khosla Ventures is our lead investor), the hardware startup scene (we are HAX alumni (http://hax.co/) and members of the Hardware club (https://hardwareclub.co/))

Skills and experiences we are looking for

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with dealing with customers in very difficult health conditions
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• BSc in Information Technology or relevant diploma

We support customers all over the EU with a focus on the UK, Germany and the Nordic countries. Native English speakers will be prioritised and German, French, Swedish is a big plus. 

Desired personal qualities

• Creative
• Integrity
• Intellectual breadth
• Ability to admit when wrong
• Ability to work in a diverse team
• Sense of humor
• Emotional openness

This job can be performed anywhere in the world but EU based is preferable. The headquarter is in Malmö, Sweden. The majority of team members work remotely from time to time. 

Online:

• https://flowneuroscience.com
• https://twitter.com/flowneurosci
• https://www.facebook.com/flowneuroscience/

Media coverage:

• https://www.newscientist.com/article/2221743-europes-first-brain-stimulation-device-for-depression-launched-in-uk/
• https://www.wired.co.uk/article/brain-stimulation-wellness-tdcs
• https://www.standard.co.uk/tech/flow-neuroscience-headset-depression-uk-release-a4158786.html
• http://digitalhealthage.com/device-and-app-depression-treatment-launches-in-uk/

Questions:

careers@flowneuroscience.com

Please click here to apply.