Customer Care Expert Werkstudent:in (m/w/x)

Role Summary

📍 Remote or Berlin | ⏱ 20 hours/week | Start: now | Duration: at least 6 months

As a Customer Care Expert working student (m/f/x), you are an important part of our care team and the first point of contact for our patients. You support our users via chat, email and telephone and ensure that they always feel cared for and understood at Cara Care.

You will gain exciting insights into how we support our patients, understand their needs and continuously develop our digital therapy programs.

You combine empathy with solution-oriented thinking: you answer questions about our digital therapy programs, provide support with technical and content-related concerns, and respond individually to the feedback from our users. At the same time, you will provide valuable feedback to our team and help to continually improve our products and processes.

The role is deliberately designed to be very patient-oriented and practical: you take responsibility for your own tasks, contribute your perspective and can make a direct contribution to a positive patient experience with your work.

🤓 What you should bring

• You are currently enrolled in a course of study
• You have German language skills at a native level and good to very good English skills (at least B2) both spoken and written
• Ideally, you have already gained initial experience in customer care, customer support or a comparable role
• You have a high affinity for digital products and feel comfortable using new tools and digital applications
• You meet people with empathy, patience and joy - both on the phone and in written communication
• You think and act in a solution-oriented manner and focus on the needs of our patients
• You work in a structured, reliable and independent manner
• You enjoy taking responsibility and actively contributing to improving our processes
• You are willing to occasionally support our active users even on weekends

Responsibilities

🎯 What you will do with us

• Patient Care & Support
• Support via app chat, email and telephone
• Support with content and technical questions relating to our digital therapy programs
• Individual and empathetic response to concerns and feedback from our users
• Building a detailed understanding of the content of our therapy programs in order to provide patients with the best possible support
• Ensuring a positive and appreciative patient experience across all communication channels
• Patient Experience & Feedback
• You are a central interface between our patients and the Cara Care team
• Identification of recurring questions, problems and potential for improvement
• Support in continuously developing internal processes
• Active contribution to positive team dynamics and the further development of our care processes

Requirements

Nice to haves

• First practical experience in customer support, customer success or patient care
• General technical affinity and enjoyment of quickly familiarizing yourself with new tools
• Interested in digital health, digital therapeutics or health technology
• Experience using various communication or support tools
• Interested in deriving concrete improvements for products and processes from patients
• 🚀 Why this role?
• You get a direct insight into the work of a digital health company and get to know our patients first hand.
• Your contribution goes far beyond answering individual inquiries: through your direct contact with our patients, you gain valuable insights into their needs and challenges and help us to derive concrete improvements for our products, communication and processes.
• If you are looking for a varied working student position in which you can combine your communication skills and empathy with your affinity for digital products and at the same time work on a meaningful product in the field of digital health, we look forward to getting to know you.

Benefits

💸 Fair pay

With us you will receive fair compensation, regular paychecks and of course the technology you need to be able to work really well.

🫶 Great team

You can expect a lively, interdisciplinary team as well as a friendly and supportive working atmosphere - including regular team events on site.

👨💻 Remote first

• Do you want to work from home? No problem. Do you want to go to the office in Berlin? Also great.
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