Kundenbetreuer:in / Patient 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'll be the caring, bilingual voice supporting patients on their journey with Juniper, communicating across the platform with patients and the medical team while coordinating appointments. You'll help prioritize, process, and resolve patient inquiries, working closely with the pharmacy, nurses, and doctors to make sure patients get timely, safe information and their orders on time. As the first point of contact for patient feedback, you'll spot and flag weak points, escalate issues, fix errors, and help continuously improve products and services. You'll also support the creation, implementation, and maintenance of process documentation, and take ownership of the German Facebook community, including approving members and posting weekly. Since Juniper Germany is still a young branch of Euc, you'll play an important role in helping shape the team, culture, and patient offering. This role may include Saturday shifts as part of a Tuesday–Saturday rhythm.
Requirements
- At least 1-2 years of experience in customer service, hospitality, sales, or another customer-facing role
- Bilingual in German (fluent) and English (at least B2), written and spoken
- Excellent written and verbal communication skills with ability to adapt tone to different patients
- Empathetic, reliable, caring with a strong focus on problem-solving
- Comfortable with computers or experience with customer experience software (Google Suite and Zendesk knowledge a plus)
- Enthusiasm for a dynamic work environment with a proactive approach and initiative
- Quick comprehension and independent problem-solving skills
- Startup experience is a plus
Responsibilities
- Support new patients and proactively handle incoming inquiries and calls
- Ensure products and services exceed patient expectations
- Collaborate closely with the pharmacy, nurses, and medical team to ensure timely and safe patient communication and order delivery
- Act as first point of contact for patient feedback
- Identify and escalate weaknesses and issues, fix errors, and improve products and services
- Support creation, implementation, and maintenance of process documentation
- Manage the Facebook community, including member approvals and weekly posts
- Take on additional tasks or new responsibilities as needed
Benefits
- Annual budget for professional development, mentors and peer support
- Monthly wellness benefits supporting physical and mental wellbeing