Customer Support Representative

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.

Since 2020, Sword has expanded across Musculoskeletal, 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 1 million members across three continents have completed over 15 million AI sessions, helping 2,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 59 clinical studies, 43 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. Role

As a Care Coordinator reporting to our Care Coordination Lead, you will work in a dynamic role that is at the very heart of our service: you will support our users with back pain daily via phone, email, or chat, ease their anxieties, and enthusiastically guide them through using our app. In addition to providing technical app support, you will be responsible for the diligent, error-free documentation of patient data and regularly share key insights with the team. At the same time, you will act as a professional point of contact for doctors and health insurance companies to efficiently resolve administrative questions and cost coverages. 

Please note: fluent, native-level (C2) German is a mandatory requirement for this position.

AI Proficiency at Sword Health

AI fluency is a core expectation at Sword Health. 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.

• Explorer (Level 1) — Uses AI daily to boost personal productivity

• Builder (Level 2) — Creates workflows and tools that elevate the whole team

• Integrator (Level 3) — Embeds AI into products and processes at scale

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

What you'll be doing

• You are passionate about digital innovations in the medical field and want to be part of the movement making patient care more modern and accessible;

• You will directly contact new users suffering from back pain and empathetically guide them from the very first step of their digital therapy;

• You will securely guide users through the app's features and ensure they can use the digital therapy smoothly;

• With a strong service mindset , you will stand by patients day after day, explaining the next steps of their treatment and addressing their fears or concerns;

• Thanks to your tech-affinity , you can resolve technical issues directly yourself or forward them to our development team in a structured manner;

• You will communicate confidently with doctors and health insurance companies to independently clarify billing topics and organizational matters;

• You work in a highly structured manner and seamlessly and conscientiously document all user interactions;

• You will create regular reports and share key insights as well as updates with the rest of the team;

• You are eager to get involved in various projects and work closely with other teams;

• You keep a cool head and always maintain your professionalism, even in eventful or stressful situations;

• You are interested in new developments in the healthcare market and love to stay up-to-date.

What you need to have

Apprenticeship or a degree in the healthcare sector (e.g., physiotherapy, healthcare management, medical assistants, etc.);

At least 2 years of professional experience in customer service;

Availability to work full-time ;

Excellent communication and interpersonal skills;

Strong analytical and problem-solving skills;

Ability to work both independently and as part of a team;

Good understanding of technology and the ability to learn the benefits of a digital therapy;

Experience with ticketing software for documenting and tracking user activity (e.g., Zammad or HubSpot);

Mandatory: Native or C2-level written and spoken German (candidates without C2 German cannot be considered);

Advanced English skills ( B2/C1 level).

The following qualifications are not required but will be considered an advantage:

Experience in customer service for Digital Health Applications (DiGAs);

Experience with Zammad, Atlassian (Jira, Confluence, etc.), Slack, and Google Workspace;

Further training/certification in medical product consulting ( medizinische Produktberatung ).