Customer Support Representative

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need—and ultimately get back to lives lived in full.

Since 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare.

AI Proficiency at Sword

AI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

• Explorer (Level 1) — Uses AI daily to boost personal productivity
• Builder (Level 2) — Creates workflows and tools that elevate the whole team
• Integrator (Level 3) — Embeds AI into products and processes at scale

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

Role

Kaia Health, part of Sword Health, is the digital therapy for musculoskeletal (MSK) pain in Germany. Doctors can prescribe it and statutory health insurers cover it.

As Customer Support Representative you are the first point of contact for patients who reach out to Kaia. You answer their calls and emails, solve their questions quickly and kindly, and take care of the administrative steps behind their therapy, such as processing and forwarding incoming prescriptions. You make sure every patient gets a fast, reliable answer and that nothing gets stuck along the way.

You’ll be one of the first members of our German team and will help build how we support patients, combining personal care with smart tools and automation.

What you’ll be doing

• Inbound support: Handle incoming patient calls and emails, from questions about getting started to using the app and technical issues
• Prescription handling: Process incoming prescriptions and documents and forward them correctly and on time
• Patient communication: Write clear, friendly emails to patients and keep them informed about their next steps
• Case management: Document all requests in our CRM / ticketing system and follow cases through until they’re resolved, in line with data protection (DSGVO)
• Coordination: Liaise with doctors’ practices and health insurers where needed
• Feedback & quality: Forward product feedback and complaints according to our quality processes, and flag recurring issues to Operations and Product
• Continuous improvement: Help build FAQs and email templates, and use AI tools to answer patients faster and better

What you need to have

• Native-level German (C2)
• 1+ years of experience in customer support, patient service or a comparable service or administrative role
• Friendly, clear communication on the phone and in writing
• Empathy and patience with patients who often live with chronic pain and are not digital natives
• Accurate, reliable and well organised, including with administrative tasks and documents
• Experience with CRM or ticketing tools (e.g., Zendesk, HubSpot, Salesforce) and openness to new tools and technology
• Nice to have: healthcare background (e.g., MFA, PTA), knowledge of the German healthcare system, experience in digital health

*The range below reflects base, variable, and equity for this role.

This is a starting point, not a ceiling — once someone joins and proves they're outlier talent, we adjust quickly to make sure their compensation matches their impact.

Job titles may span more than one career level, so actual pay depends on skills, qualifications, experience, location, and market demand, among other factors. The range reflects base salary plus any variable, bonus, or sales incentives, and our estimate of the value of private company stock options where applicable. It's subject to change, and future stock value isn't guaranteed. Sword also offers additional benefits beyond total compensation.

Total Compensation Range

€34.000 — €40.000 EUR

Country-specific benefits may vary and will be detailed separately.

Sword Health complies with applicable Federal and State civil rights laws …