Customer Support Representative German & Eng Speaker; Remote Europe

About Us

Ikerian AG (formerly Retin

AI Medical) is a fast‑growing medical device software company headquartered in Bern, Switzerland. Our mission is to enable the right decisions sooner in healthcare, through transformative AI & data management solutions for disease screening and monitoring. Join our diverse team of entrepreneurs, developers, researchers, and commercial experts who are collectively shaping the future of healthcare.

We are seeking a dedicated and knowledgeable German‑speaking Customer Support Representative to join our growing team. This role is crucial for maintaining high levels of customer satisfaction by providing prompt and effective support for our cloud‑based medical image analysis platform. Please provide us with an English CV / motivation letter!

• Ticket Management
  • Monitor and manage the ticketing system (Hubspot) independently.
  • Triage and prioritize tickets based on urgency and impact.
  • Resolve tickets efficiently and effectively within your scope of expertise.
  • Forward complex or technical issues to the Tech Support team with detailed information.
• Customer Communication
  • Serve as the primary point of contact for customer inquiries and support requests.
  • Provide clear, concise, and friendly communication to customers.
  • Keep customers informed about the status and resolution of their issues.
  • Support the end‑user communication for new feature releases and software updates.
• Collaboration
  • Work closely with the Operations and Customer Success teams to ensure alignment and comprehensive support.
  • Escalate issues when necessary and follow up to ensure resolution.
  • Contribute to team meetings and share insights to improve processes and customer experience.
• Compliance and Documentation
  • Maintain basic understanding of relevant regulations and compliance requirements in the EU and US.
  • Document all customer interactions and resolutions accurately in the ticketing system.
  • Maintain content in the knowledge base by creating, reviewing and updating articles, screenshots and screen videos.
  • Create comprehensive self‑guided tours using Supademo.
• Continuous Improvement
  • Participate in training sessions to stay updated on platform updates, new features, and best practices.
  • Provide feedback to the product and development teams to help improve the platform and support processes.

• 3+ years in a customer support or customer success role (ideally in SaaS).
• Previous experience supporting B2B SaaS customers.
• Previous experience using ticketing or support request management tools (e.g., Hub Spot, Zendesk).
• Familiarity with agile, startup, or scale-up environments.
• Experience working in multilingual or international teams.
• Experience with support metrics (CSAT, NPS, first‑response time, etc.).
• Additional languages are a bonus.
• Proficiency in English and German is required.

• This is a remote position, but candidates must be able to overlap for a minimum of five hours with standard Central European Time (CET) business hours.
• You will be joining a small but growing support team, currently consisting of one Customer Support Coordinator.
• This role does not require on‑call or on‑duty outside of regular business hours.
• You will play a key role in a growing team, helping to shape the future of customer support at Ikerian AG.
• Opportunities for career advancement and professional development within the company.