Job description
Description
At Luscii, we innovate healthcare! In your role as Support specialist, you make sure users feel heard, helped and relieved. In your role as a first-line support employee, you will work on fixed working hours. You will help users in both the UK and the Netherlands, so you will work during (UK) office hours from 10.00 to 18.30 (CET).
As a first-line support colleague, you will provide unforgettable customer service. You will do this for patients (including elderly people) that are using the Home Measurement app and healthcare providers affiliated with Luscii. All questions will come in via email, phone and chat. This can be in both English and Dutch, mainly because a large proportion of our users are from England. The questions are generally about how our product works. If you receive any relevant feedback from users, you will pass this on to the product team. If there are any bugs or malfunctions, you inform the right people within Luscii. Together, we make sure everyone is helped and cared for.
We have set up a nice induction programme. From day one, you get straight down to work and gradually pick up more and more questions and responsibilities. If you see that a process is not running efficiently, you will pull the right strings. You will indicate what the problem is and then know exactly who to involve in order to adjust it (or have it adjusted).
Your work will include:
Helping patients and care providers via e-mail, phone and chat with questions about how our app works;
Registering and recording calls and notifications in our system, so that colleagues and users always know what’s going on;
Noting what information is still missing (such as explainer videos or frequently asked questions) and passing this on to the right colleagues. This allows users to manage faster on their own without having to call in our help;
Forward difficult questions or technical problems that you cannot solve yourself to your second-line support colleagues;
Think about how our app and way of working can be improved, based on what you see and hear in practice.
Why Luscii?
Real impact, all over the world - At Luscii, you help make healthcare better. Not only in the Netherlands, but also abroad, from America to Nigeria and from Japan to England. Healthcare providers use our app to guide their patients remotely. Do you really want to make a difference? Then this is the place for you.
No managers, but own responsibility - No bosses who decide everything with us. You get a lot of trust and responsibility. We work together, share ideas and make a difference together.
Work smart, live well - We work four days a week. This leaves you more time for yourself. Because resting is important to do good work. We work efficiently, but with consideration for each other.
Flexible and remote working - You can work wherever you want. Usually, you work from home. Sometimes we meet at the office or at another place, if convenient or necessary.
Learn and develop - We are curious and always want to get better. You work with smart colleagues, learn from each other and grow a little further every day.
A great working atmosphere - We take our work seriously, but also have a lot of fun. You get trust, freedom and we celebrate together when things go well. Because you deserve that.
What’s in it for you?
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: €2,500 - €3,200 gross per month (based on 32 hours - that’s full-time at Luscii).
Remote-first working: Work from anywhere in the Netherlands. We stay connected via monthly on-site team days, our Assemblii.
Flexible workplace: Set up your ideal workplace the way you want it. Whatever works best for you.
Work-life balance: We have a 4-day working week at Luscii. In consultation, we decide which four days you work. The support team is available from Monday to Friday.
Growth and development: Access to courses, conferences and the space to keep learning. Because you are naturally motivated to stay sharp.
Team spirit: You become part of a close-knit, international team of more than 50 colleagues who support each other and grow together.
Fun is also important: Monthly activities, meaningful moments and a culture where fun is as important as impact.
Saving lives: Making a real difference in the lives of others with software that actually matters.
The ideal candidate…
… 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 at least 2 years of work experience in a similar position (e.g. Support Employee, Service Desk or Customer Service);
… are empathetic and are only satisfied when a user is satisfied and helped;
… are proactive and can easily spot opportunities to improve processes;
… are enthusiastic about e-health solutions;
… enjoy working both independently and in a team;
… are patient with users with less technical experience;
… 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 fluent in English and have good command of Dutch.
This position requires you to live in the Netherlands. Unfortunately, it is currently not possible to fill this role from abroad.
Enthusiastic?
Apply! If you have any questions about the position or about Luscii, please contact our recruiter Bjorn Bogerd at [email protected].
What does the recruitment process look like? (all interviews will be in English)
Screening cv and application
Phonecall with recruiter
Personality questionnaire
1st interview (role fit)
Practical assignment and 2nd interview
Culture fit interview
It’s quite a process, but we want someone to be a good fit for our organisation and culture.
For this position, we do not work with external agencies. However, if you know the perfect candidate, feel free to encourage them to apply directly.
