Customer Service Associate

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.

• →

  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 user’s 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 physician’s office.

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. You’re comfortable working with Product, Engineering, CSM, Sales, and Partner Ops.

Education and languages

• Bachelor’s 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.