Customer Success Specialist - 6 month FTC (parental leave cover)

Health Data Innovations, Inc.; Leiden; Hybrid; EUR 32,000 - 52,000; Full time

Job summary

Tandem Health in Leiden, the Netherlands, is hiring a customer-facing specialist to be the front line for our healthcare SaaS platform. You’ll handle tickets and calls, triage issues, and help users get unstuck with clarity and empathy.

You’ll coordinate with product and engineering to fix issues, onboard new customers, and build support content. Dutch and English fluency are required; healthcare experience is a plus, and you’ll thrive in a fast-growing European healthtech environment.

Qualifications

• Experience in customer support, customer success, operations or service desk (SaaS/healthtech a plus).
• Calm under pressure handling high ticket/call volumes with empathy.
• Highly organized with ability to document, prioritise and follow up.
• Clear communication in Dutch and English; able to explain technical issues plainly.

Responsibilities

• Be the front line for customers: handle tickets and calls, resolving issues quickly.
• Triage and prioritise: identify urgent issues and elevate appropriately.
• Maintain customer relationships and ensure users feel heard and supported.
• Lead onboarding and training logistics: schedule sessions, share materials, ensure users know basics.
• Create and improve support content: FAQs, troubleshooting guides, internal knowledge base.
• Track recurring issues and surface product feedback to reduce future load.

Skills

Customer support

Customer success

Operations

Service desk

Empathy

Dutch & English

Tools

Zendesk

Intercom

Freshdesk

Job description

Build something monumental for Healthcare!

At Tandem Health we’re reimagining healthcare by putting clinicians first. Our platform - designed by clinicians, for clinicians - is built on deep insight into real-world pain points, with intuitive medical notes and workflows that truly support patient care.

We’re a fast-scaling health-tech company backed by top investors and expanding globally. We move fast, stay curious, and believe building something that matters starts with an extraordinary team. If you're passionate about impact and innovation, we'd love to meet you!

Who you are

• You care deeply about customers and love solving problems quickly and clearly.

• You have proven experience in customer support, customer success, operations, or a service desk role (SaaS/healthtech is a plus).

• You’re calm under pressure and can handle high volumes of tickets and calls with empathy.

• You’re highly organised: you document, prioritise, and follow up reliably.

• You communicate clearly in Dutch and English.

• You can explain technical issues in simple terms and coordinate with internal teams to get things fixed.

What you will do

• Be the front line for customers: handle support tickets and incoming phone calls, resolving issues quickly.

• Triage and prioritise: identify urgent issues (e.g., workflow blockers) and elevate appropriately.

• Maintain customer relationships: ensure users feel heard, supported, and successful with Tandem.

• Lead onboarding & training logistics: help schedule sessions, share materials, and ensure users know the basics.

• Create and improve support content: FAQs, troubleshooting guides, and internal knowledge base articles.

• Track recurring issues: surface patterns and product feedback to reduce future support load.

Nice to have

• Experience supporting healthcare customers or clinicians.

• Familiarity with helpdesk tooling (e.g., Zendesk/Intercom/Freshdesk) and CRM hygiene.

• Basic technical troubleshooting experience (browser/audio settings, permissions, integration basics).

What you will get

• The opportunity to grow your career while making a meaningful impact on the future of healthcare within a fast-growing European healthtech scale-up

• Competitive salary

• Regular team outings and social events

• A dog-friendly office

Location

We believe the best ideas happen when we’re together. This is a full-time role based in Leiden, the Netherlands for an initial period of 6 months.

Some travel may be required to support major deployments, but most work will be customer-facing and remote/office-based.

Culture at Tandem

At Tandem, we move fast, think big, and take ownership. We're a high-performing, diverse team with a shared drive to change the future of healthcare - and we’re just getting started.

Our culture is built on action, ambition, and learning. You'll be trusted to take the lead, challenge yourself, and make an impact from day one. We believe real growth happens when you're stretched, supported, and surrounded by smart, passionate teammates who want to win together.

Even though we’re spread across countries, we come together often in Sweden for team meetings, social events, and offsites - blending global reach with real human connection.

We hire for talent, potential, and attitude - valuing different backgrounds and fresh perspectives. Great ideas come from everywhere, and we’re building a team that reflects the world we want to change. Tandem handles sensitive patient data and will conduct a background check before hiring any candidate.