Customer Service Associate

For this role we will only consider candidates who are currently based in the Netherlands.

At SkinVision Customer Service is not a ticket queue - it is a frontline role in a mission to save lives from skin cancer. Our specialists support users at potentially the most anxious moment of their health journey: waiting for a skin spot assessment following up on a high-risk result or navigating a diagnosis. Every interaction matters both for the person on the other end and for the quality signal it sends back into our product algorithm and partner programs.

This role operates across all three of our business lines: B2C (direct users) B2B (insurer and employer partners) and B2D (doctors and clinics) meaning you will handle a wide variety of cases and audiences each with its own context and expectations.

We are looking for someone who sees support as a craft not a script. Someone who wants to shape how we deliver experience not just respond to what comes in.

What you will do:

• Own the user relationship across B2C B2B and B2D handling inbound tickets escalations and proactive outreach with care accuracy and speed.

• Personally follow up on high-risk cases supporting users in making the decision to consult a doctor - one of the most impactful actions in our funnel.

• Support former and current skin cancer patients diagnosed through our service with empathy and discretion and help collect pathology reports that validate our algorithm and mission.

• Hit and improve our core CX KPIs: First Response Time First Resolution Time CSAT (ticket-level and in-app) and NPS. You will be accountable for your numbers and active in finding ways to move them.

• Improve the experience itself not just resolve it. Spot patterns in tickets surface friction in app flows propose changes to macros help articles chat experiences and self-service journeys.

• Build chat and conversational experiences in collaboration with Product and Ops moving us from reactive ticketing toward proactive in-context support.

• Be the users voice internally: feed structured feedback to Product Engineering CSM and Partner Ops on bugs confusing flows and partner-specific issues (promo codes integrations eligibility etc.).

• Represent SkinVision professionally across every channel and every business line from a worried B2C user to a partner-funded employee to a physicians office.

What we are looking for:

Experience

• 2 years in customer service customer experience or a similar frontline role ideally in health healthtech or another regulated/sensitive domain.

• Hands-on experience with Zendesk (or a comparable ticketing/help platform). Experience with Survicate Intercom or other CX/feedback tools is a strong plus.

• Comfort working with data: pulling reports tracking your own KPIs spotting trends in ticket volume and topics.

Mindset

• A builder not a responder. You are motivated by improving the system not just clearing the queue.

• Emotionally steady. You can hold space for users dealing with cancer-related anxiety diagnoses or grief without losing composure or care.

• Commercially aware. You understand that great support builds retention trust and partner satisfaction and you act on it.

• Cross-functional by default. Youre comfortable working with Product Engineering CSM Sales and Partner Ops.

Education and languages

• Bachelors or HBO degree preferably in public health communications or a related field.

• Dutch (native) and English (fluent written and verbal). Additional languages are a plus.

What we offer you:

• 3 office days per week with a healthy lunch and 2 days of working from home.

• The opportunity to join an enthusiastic professional team with colleagues from all over the world.

• A dynamic role in a rapidly growing scale-up based in Amsterdam.

• The chance to be part of a team using AI technology for good working toward a future where advanced skin health solutions are accessible to everyone.

• Unlimited skin checks for you.

• Regular team events including weekly drinks and frequent team dinners.

Ready to use your skills to make a lasting impact in healthcare Join us and help make advanced skin health accessible to everyone.