Customer Care Advisor - German Speaking

HeliosX; Greater London; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Private health insurance

Annual leave and holidays

Headspace subscription

Job summary

HeliosX is seeking a German-speaking Customer Care Advisor to support our growth in the German market. You'll work with a team of 9 German-speaking customer support specialists, delivering high-quality patient communication across phone, email, chat and social channels.

You will collaborate with clinical teams to ensure safe, timely, and accurate service while delivering an excellent patient experience, supporting onboarding, and helping scale in new markets.

Qualifications

• German speaker with high English proficiency.
• 2+ years of online customer service experience.
• Experience using cloud-based platforms such as Zendesk.
• Pharmacy/skincare knowledge or experience is desirable.

Responsibilities

• Handle tickets, phone calls, and live chats with high attention to detail.
• Achieve agreed CSAT levels on customer interactions.
• Adhere to schedules and rota targets.
• Assist customers via emails, phones, live chats/messaging and social platforms.
• Collaborate with clinical, pharmacy dispensing teams.
• Collect customer feedback to share with leaders.
• Ensure timely handling of customer requests.
• Assist with new hire training when needed.
• Identify root causes of customer issues and communicate findings.
• Work with templates and contribute improvements where appropriate.

Skills

German language

English language

Customer service experience

Multi-channel support

Attention to detail

Tools

Zendesk

Job description

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How we started:

Founded in 2013 by Dwayne D’Souza, 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.

Where we are now:

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. That growth translates into real-world outcomes: our weight-loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events. This is growth with measurable, life-changing impact at scale.

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.

Where we’re going:

2026 is another significant year for HeliosX. Our ambition is to surpass £1.1bn in revenue, continue expanding thoughtfully into new international markets and broaden our condition and treatment portfolio. As we scale, we're focused on building the technology, operational excellence and clinical capabilities that will support sustainable long-term growth. Joining HeliosX now means helping shape the systems, teams and products that will define the next chapter of digital healthcare. You'll be solving complex problems at pace, working alongside exceptional people and building products that genuinely improve lives at scale.

There’s never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality!

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 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
• Pharmacy/skincare knowledge or experience is desirable

Life at HeliosX

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 some of the other benefits you may be eligible for coming on board:

• Generous equity allocations with significant upside potential
• Annual leave allowance alongside public holidays
• Private health insurance, along with pre-existing condition, dental, and eye care cover
• Enhanced parental leave
• Electric car scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Annual home working and L&D allowance
• Free Headspace subscription, employee assistance programme, and discounted gym memberships