At a Glance
- Tasks: Support patients through calls, chats, and social media while ensuring top-notch care.
- Company: Join HeliosX, a fast-growing healthcare platform revolutionising access to care.
- Benefits: Enjoy 25 days holiday, private health insurance, and a learning budget.
- Other info: Work remotely and collaborate with a diverse team of experts.
- Why this job: Be part of a mission to make healthcare easier and faster for everyone.
- Qualifications: Fluent in German and English with customer service experience.
The predicted salary is between 24300 - 29700 £ per year.
Ready to revolutionize healthcare, making it faster and more accessible than ever before? HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.
We’ve earned the trust of millions of people worldwide through category-leading products and well-known brands, including MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in-house medical teams, researchers, and pharmacists at the top of their fields. In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year-on-year growth and cementing our position as the clear market leader in the UK.
Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest-growing tech companies, further validation of both our momentum and our ambition.
HeliosX is hiring a German Speaking Customer Care Advisor. This is an exciting opportunity to provide operational support while we continue to scale in the German market, joining a team of 9 German Speaking Customer Support function. The Customer Care Advisor is responsible for communicating with our patients either over the phone, live chats/messaging on email and over social media. You work alongside the Responsible Pharmacists/ Clinicians to ensure exceptional clinical care and customer care is consistently delivered and patient safety is never compromised.
The Customer Care Advisor will consistently deliver prompt service, have problem-resolution skills and excellent attention to detail.
What you’ll be doing:
- Ability to have a performance efficiency on the agreed number of tickets, phones calls and live chats/messaging with high attention to detail
- Obtain agreed level of customer satisfaction (CSAT) on interactions over email, phones and live chats/messaging
- Have a high level of adherence with the schedules and rota according to agreed targets
- Assist Customers via emails, phones, live chats/messaging and social media platforms
- Collaborative work with other departments such as clinical, socials and pharmacy dispensing teams
- Collecting customer feedback to share with senior agents and team leads
- Ensure patient requests are handled in a timely manner
- Support with new hire training when needed
- Ability to solve problems and communicate with other team members and management in order to find the root cause of customer issues
- Ability to work off templates when needed and make suggestions/decisions in line with senior agents and the team lead
What you'll bring to the role:
- German native speaker with high proficiency in English
- Minimum of 2-years experience in an online customer service environment
- Experience handling multi-channel contact support (Email, Chat, Phone)
- Experience using cloud-based platforms Eg. Zendesk
- Computer literacy
- Pharmacy/skincare knowledge or experience is desirable
Why work with us?
At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!
Aside from working with our all-star team, here are the other benefits of coming on board:
- 25 days holiday plus UK Bank Holidays (excluding two per year)
- Private health insurance, along with extra dental and eye care cover
- Pension scheme
- Enhanced parental leave
- Cycle-to-work Scheme
- Electric Car Scheme
- Free Dermatica and MedExpress products every month, as well as family discounts
- Home office allowance
- Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)
Customer Care Advisor - German Speaking in London employer: HeliosX
HeliosX is an exceptional employer, offering a dynamic work environment that champions innovation in digital healthcare. With a strong emphasis on professional development, our Remote GP & Digital Health Prescriber role provides opportunities for growth while enjoying benefits like private health insurance and a generous holiday allowance. Join us in making a meaningful impact on patient care from the comfort of your own home.
