Customer Success & Support Specialist

Ahead Health AG seeks a Customer Success & Support Specialist in Zürich for a hybrid, full-time role. The position focuses on guiding customers through their health check-up journey, coordinating with medical and partner teams, and resolving inquiries across multiple channels.

As the primary voice for Ahead Health AG, this role ensures customers receive a seamless experience from their initial inquiry through to final follow-up. The specialist collaborates directly with the internal medical team, external partner clinics, and operations staff to guarantee that every client feels supported and well-cared for throughout their health journey.

Responsibilities

• Serve as the main contact point for clients via email, chat, and telephone, providing assistance before, during, and after scheduled check-ups.
• Deliver clear, empathetic answers regarding products, the check-up workflow, result interpretations, and recommended next steps.
• Lead clients through their entire process, from the initial booking stage to report delivery and telemedicine consultations.
• Manage scheduling logistics with partner clinics for MRI scans and blood draws, including confirming appointments and handling rescheduling requests.
• Address client inquiries related to invoicing and insurance reimbursement processes (KVG/VVG).
• Assist users with app navigation and report access, troubleshoot minor technical issues, and escalate complex problems when necessary.
• Identify and document recurring customer questions or friction points, sharing these insights with product and operations teams.
• Collaborate closely with medical staff, partner clinics, and operations departments to resolve client issues efficiently.

Requirements

• Minimum three years of professional experience in customer success, support, hospitality, healthcare administration, or a comparable client-facing position within a high-quality service environment.
• Full professional fluency in both German and English, with the ability to communicate clearly and empathetically in writing and speech.
• Strong proficiency with digital platforms including CRM systems, chat interfaces, ticketing software, and scheduling tools, with the ability to quickly adapt to new technologies.
• Highly organized and detail-oriented, capable of managing multiple concurrent tasks and client threads without oversight.
• Currently residing in or willing to relocate to Zürich, with a commitment to regular on-site office attendance.

Nice to have

• Additional language proficiency in French and/or Swiss German.
• Fluency in Dutch.
• Prior experience within the healthcare, diagnostics, clinic, or insurance reimbursement sectors (KVG/VVG).
• Familiarity with customer support and collaboration platforms such as Intercom, Zendesk, or Slack.
• Background working in a fast-paced startup or early-stage business environment.

About the company

Ahead Health AG is dedicated to transforming how individuals understand and manage their health by shifting the focus from reactive treatment to proactive prevention. The company operates as an approved telemedicine outpatient facility, partnering with trusted Swiss clinicians and clinics. By integrating full-body MRI scans, advanced blood testing for over 150 biomarkers, and AI-powered analysis, Ahead Health aims to detect early signs of health risks. Backed by industry leaders from organizations like Hugging Face, Google, DeepMind, and Stanford Medicine, the company is building Europe's leading preventive health platform, beginning its expansion in Switzerland.

• Focus on proactive health prevention rather than reactive treatment.
• Integration of advanced technology, including AI analysis and full-body MRI, with clinical expertise.
• Strong backing from executives and founders in technology and medical fields.
• Commitment to building a leading preventive health platform in Europe.