Customer Support Specialist - Medical Cannabis

Lumino Group Limited; Düsseldorf; Remote; EUR 25.000 - 35.000; Vollzeit

Zusammenfassung

A leading Medical Cannabis teleclinic is seeking a Customer Support Specialist to ensure smooth patient experiences. The role involves managing patient inquiries within a fast-paced environment, contributing to operational efficiency, and supporting the startup’s mission to deliver quality healthcare services. Candidates should possess strong communication and organizational skills, and fluency in German and English is required.

Leistungen

All statutory legal German benefits

Fully remote with an optional office in Berlin

Qualifikationen

• Native German speaker; fluent in English.
• At least 1 year of experience in B2C customer service or patient support.
• Strong organizational and administrative skills.

Aufgaben

• Manage incoming patient queries through phone, email, and chat.
• Respond to patient concerns and questions quickly and empathetically.
• Coordinate with internal teams to streamline service procedures.

Kenntnisse

Customer Service

Communication

Organization

Empathy

Jobbeschreibung

Customer Support Specialist (B2C) - Medical Cannabis - Supporting Patients

Location : Fully Remote with an Optional Berlin Office.

Ideal Start Date : 1st August

You must speak fluent German and be comfortable working in English to be considered

for this position.

About the company :

Our client is one of the leading Medical Cannabis Teleclinics in the UK, now expanding

into Germany. Founded in 2022 by a seasoned entrepreneur with a track record in digital

healthcare, telemedicine and regulated markets, the company combines digital healthcare, specialist clinicians, Internal Technology and its own pharmacy to deliver a complete medical cannabis treatment pathway. Through its online platform, patients are

connected with doctors trained in cannabis-based medicine. If eligible, they’re prescribed treatment, and the medicine is dispensed directly through the company’s in-house pharmacy, ensuring a smooth and fully-managed experience from consultation to care to dispensing of the medicine.

With over 100 employees and monthly revenues exceeding €1.5 million, this is not only one of the UK's leading clinics, but also its fastest growing. The goal is to replicate and adapt the company’s successful UK strategy for the German market. The founder has a proven track record of doing exactly this, having previously expanded a UK Digital Healthcare business into Germany, which now generates over €5 million in annual revenue.

The company is in the early stages of launching its German subsidiary and acquiring a

local pharmacy, meaning you'll be joining at the beginning of the journey. As one of the

first full-time hires in Germany for the Patient Support team, you will report into the Patient Support Manager. You’ll play a key role in shaping the patient support and

customer service function. This is a rare opportunity to join a well-established, well- funded, and secure business—while still working in a startup-style, scale-up environment. In the coming months, the company will build a team and infrastructure that will enable fast, seamless patient access to medical cannabis – including same-day delivery in major cities.

The position :

We’re hiring a Patient Support coordinator to help support the company’s Patient

Support Customer Service operations in Germany. As described above, the company operates a telemedicine platform where patients can connect with doctors. If they qualify for treatment, their medication is dispensed directly through the company’s own pharmacy. Your role will be to handle all patient queries related to this service, ensuring a smooth and supportive experience throughout their treatment journey. This is a priority hire and a key role in ensuring smooth and responsive experience for patients using the platform and receiving treatment.

You’ll be responsible for handling incoming patient queries through the company’s

telemedicine and pharmacy service, from appointment bookings to prescription follow-

ups and general support. The role is highly hands-on and perfect for someone who

thrives in fast-paced environments, loves being on the phone with strong administration skills, is heavily customer / patient oriented and can confidently manage day-to-day operations.

Your Responsibilities :

• Manage all incoming B2C patient queries via phone, email, and chat
• Respond quickly and empathetically to patient concerns, questions, and requests
• Point of contact for German-speaking patients throughout their journey
• Work closely with your line Manager, the Patient Support Manager to streamline customer service procedures.
• Liaise with the internal pharmacy and clinical teams to resolve issues efficiently
• Work closely with other team members to improve the overall patient experience

Requirements :

• Native German speaker, and comfortable to speak in English in a professional environment.
• You must have at least 1 year’s B2C experience in customer service or patient support role and be confident dealing with customers.
• You must have strong admin & organizational skills
• Fast typer with excellent communication skills (90 wpm+)
• Confident, well-spoken on the phone, and comfortable speaking with patients directly
• Comfortable working in a fast-paced, startup-style environment
• Proactive and hands-on
• Bonus points for experience with Telehealth, Digital Healthcare, Medical Cannabis, Healthcare, Ecommerce, Patient contact, B2C Technology, but not essential at all.
• Bonus points for experience in a start up but not essential
• Bonus Points for experience in or passion for the Medical Cannabis Industry, even if you are just a patient, recreational user or home grower yourself.

Compensation :

• 25,000 – €35,000 depending on experience
• All statutory legal German benefits
• Fully remote with an optional office in Berlin.