Customer Support Specialist
AirTree Ventures is a network-powered venture capital firm backing Australian and New Zealand founders building iconic technology companies. It invests across stages from seed to growth and supports its portfolio through founder and operator networks, talent, press and customer introductions.
About AirTree Ventures
AirTree Ventures is a network-powered VC that backs Aussie and Kiwi founders, growing and supporting the ANZ startup ecosystem. It has invested in 140+ portfolio companies and 250+ founders, helping create over 19,000 jobs. The firm recently announced its Fund V, a $650m fund comprising a $250M Seed fund and a $400M Growth fund, to back founders from idea stage to becoming global household names. Beyond capital, AirTree runs programs such as Pioneer (for outlier women and gender-diverse people in tech) and Explorer (nurturing diverse angel investors), and publishes 'Open Source VC' content including company-building guides, templates, databases and interviews. Clients/portfolio companies include notable Australian startups such as Canva, Xplor, Kismet and Qwilr, reflecting a focus on early-stage to growth-stage technology founders in Australia and New Zealand.
Skills
About the Role
You will communicate with patients and doctors, managing consultation flows via our platform. As a bilingual German and English speaker, you'll triage, manage, and resolve patient support interactions, playing an important role in shaping the team, culture, and patient offering as our German market grows. This role may involve working Saturdays as part of a Tuesday–Saturday schedule.
Requirements
- At least 1-2 years of experience working in customer support, hospitality, sales, or another customer facing role
- Bilingual in German and English - speaking and writing (German fluent, English minimum B2)
- Strong written and verbal communication skills, and ability to adapt tone 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
Responsibilities
- Onboard new patients and proactively resolve patient tickets
- Make outbound calls to ensure products and services are delivered above patient expectations
- Work closely with pharmacy, nurses and prescribers to ensure patients are informed and receive orders in a timely manner
- Share patient pain points, escalate issues, fix bugs and ensure continual improvement of products and services
- Support building, implementing and ongoing maintenance of process documentation
- Own the Facebook community including member approval and weekly posts
- Take on new responsibilities and ad-hoc tasks as needed
Benefits
- Equity for everyone
- Annual learning budgets
- Three days of professional development leave
- Peer shadowing
- 28 days of annual leave
- Wellness allowance
- 3 weeks of work-from-anywhere per year
- Hybrid work