At Luscii, we are transforming healthcare and growing along the way. With more clients, partners and colleagues joining us, we are looking for an Operations & Support Specialist who enjoys helping people, improving how things work and contributing to better digital care.
In this role (12-32 hours per week), you support users in both the UK and the Netherlands, working UK office hours from 9:00 to 17:30 GMT. You are often the first person people will get in touch with. That can be a patient, sometimes elderly, or a healthcare professional using the Home Measurement app or Omron Connect Pro / Luscii.
Through email, phone and chat, you help users understand and use our product with confidence. You take the time to really listen and make sure people feel heard and supported. You also notice what comes up more often, share feedback with the team and make sure bugs or issues reach the right colleagues so they can be resolved.
From your first day, you are part of the team. With a clear onboarding and support from your colleagues, you gradually take on more questions and responsibilities. And when you see that something could work better, you speak up. You know how to involve the right people and help improve the way we work, step by step.
Support patients and care providers via email, phone and chat, to answer questions about how our services work and any other cited topic.
Log and document calls and notifications in our system so colleagues and users always have clear and up-to-date information.
Identify missing information (such as explainer videos or FAQs) and flag this to the right colleagues to help users solve issues more independently.
Escalate more complex questions or technical issues you can’t resolve to other colleagues within the support circle.
Share feedback and ideas to improve our app and ways of working based on what you see and hear in practice.
Read more about working at Luscii and how we work at Luscii. Together, we are working on a mission to create space for care. Freedom, autonomy and ownership are of great importance in this. You are responsible for your own results and work according to the principles of Holacracy.
At Luscii, you get every opportunity to grow. Either in your role or by taking on other roles within the organisation. That's how holacracy works.
And what else?
Salary: €2.800 - €3.500 gross per month (based on 32 hours - that's full-time at Luscii).
Remote-first working: Work from anywhere in the NL. We stay connected via monthly on-site team days in NL, our Assemblii.
Flexible workplace: Set up your ideal workplace the way you want it. Whatever works best for you. Not just in terms of location, but also when it comes to working hours. Communication is key around these topics, we’ll find a way to collaborate together.
... probably doesn't exist. But if you recognise yourself in many of the points listed below, we warmly encourage you to respond. Above all, let us know how you envisage this role and how you can contribute to what we do at Luscii. We don't have to motivate you to deliver unforgettable customer service.
You…
... have relevant experience in a customer facing position or roles in technical, digital or software-minded organisations;
... are enthusiastic about e-health solutions and have a strong affinity with making impact in digital health;
... are proactive and can easily spot opportunities to improve processes;
… are available for at least 12 hours per week and eager to make an impact on the long term, both in terms of clients and hospitals and in terms of your own growth and development within Luscii;
… are empathetic, patient with less technically experienced users, and only feel satisfied when the user is truly helped and satisfied;
... like to get to grips with the product you will be working with. You want to know everything, how it works inside and out to ensure that you can provide the best possible service to our users;
... are native/fluent in both English and Dutch (C1+)
Would you like more information? Feel free to contact our recruiter Björn Bogerd via bjorn@luscii.com.
We organise three interviews for each vacancy. It is an extensive process, but we want to ensure that there is a good fit in regards to a potential collaboration, our culture and our way of working. All interviews are conducted online and the entire procedure is planned in advance to keep momentum.