Customer Success & Support Specialist

Ahead Health is a technology company and licensed medical practice in Zürich, building a preventive health platform that combines advanced AI technology with medical expertise for Europe. We are looking for a Customer Success & Support Specialist to be the first point of contact for our customers and to own the day-to-day experience across their whole journey with us, from booking to follow-up.

• Position: Customer Success & Support Specialist
• Commitment: Full-time (part-time from 80% possible)
• Location: Zürich-based, hybrid (regular presence at our Uraniastrasse office)
• Hours: Standard business hours, ongoing role
• Start date: As soon as possible

About Ahead Health

Healthcare today is reactive, fragmented, and increasingly expensive. Despite having more health data than ever, we lack effective systems to prevent disease and optimize wellbeing.

That is why we started Ahead Health. We are transforming how people understand and manage their health by shifting from reactive treatment to proactive prevention. We combine full-body MRI scans, advanced blood testing covering 150+ biomarkers, and AI-powered analysis to detect early signs of health risks.

By integrating Swiss medical expertise with cutting-edge technology, we help people take control of their health journey. We are an approved telemedicine outpatient facility working with trusted Swiss clinicians and partner clinics to ensure quality, safety, and precision at the highest clinical standards.

We are backed by founders and executives from Hugging Face, Cradle, Google, DeepMind, Oviva, Stanford Medicine, GE, Philips, and Coda, and we are building Europe's leading preventive health platform, starting in Switzerland.

Your role

As our Customer Success & Support Specialist, you are the voice of Ahead for our customers and the person who keeps their experience smooth from the first question to the final follow-up. You will work closely with our medical team, our partner clinics, and operations to make sure every customer feels looked after. Your responsibilities include:

Customer support and communication

• Be the first point of contact for customers across email, chat, and phone, before, during, and after their check-up
• Answer questions about our products, the check-up process, results, and next steps clearly and with empathy
• Guide customers through their journey, from booking to receiving their report and telemedicine follow-up

Booking and appointment coordination

• Coordinate appointments across our partner clinics (MRI and blood draw), confirm bookings, and manage reschedules
• Keep customers informed at every step and resolve scheduling conflicts before they become problems

Billing and reimbursement support

• Help customers with invoicing questions and insurance reimbursement (KVG/VVG), handling routine queries and routing complex cases to the right person
• Keep customer records and our CRM accurate and up to date

Platform and product support

• Help customers navigate our app and report, troubleshoot basic issues, and escalate technical problems to the product and engineering teams
• Capture recurring questions and friction points and surface them to product and operations so we keep improving

Cross-functional collaboration

• Work hand in hand with the medical team, partner clinics, and operations to resolve issues quickly
• Act as the customer's advocate internally, making sure their feedback shapes how we build and operate

What makes this opportunity unique

• Real impact from day one: You own the customer experience for a product that genuinely changes people's lives. Every interaction matters.
• Work with a mission-driven team: Collaborate directly with founders and builders from academia, healthcare, Google AI, MedTech, and consumer health, all driven by a shared passion for preventive health.
• Grow with us: This is an early role on a growing team. As we expand across Switzerland and into Germany, the Netherlands, and Austria, there is plenty of room to take on more.
• Modern, supportive environment: Work from our co-working space in the heart of Zürich, alongside a diverse and inclusive team that takes care of each other.
• Competitive package: Competitive compensation, equity options to share in our growth, and flexible working.

Requirements

Essential

• 3 years of experience in customer success, support, hospitality, healthcare administration, or a similar customer-facing role at a company with remarkably high standard for quality
• Fluent in German and English, written and spoken, with strong, clear, and empathetic communication
• Comfortable with digital tools (CRM, chat, ticketing, scheduling) and quick to pick up new ones
• Organised and detail-oriented, able to juggle many open threads without dropping any
• Based in or willing to relocate to Zürich, with regular office presence

Preferred

• Fluency in French and/or Swiss German
• Fluency in Dutch
• Experience in healthcare, diagnostics, clinics, or insurance and reimbursement (KVG/VVG)
• Familiarity with support and collaboration tools (e.g., Intercom, Zendesk, Slack, scheduling tools)
• Experience in a fast-paced startup or early-stage environment

Soft skills

• Customer-first: your stomach hurts when we do not deliver the perfect experience
• Calm under pressure: you stay composed and reassuring, even with anxious or upset customers
• Owner, not a ticket-closer: you take problems all the way to resolution and look for the root cause
• Strong communicator: you explain things simply and make people feel heard
• Low-ego team player: you jump in where needed and make the people around you better

We believe inclusive teams build better products. We welcome candidates from all backgrounds, experiences, and perspectives. If you are excited about this role but do not meet 100% of the requirements, we still encourage you to apply. Let's build something meaningful together.

Questions? Reach out at dennis@aheadhealth.com 

Join us in building a healthier future, one customer at a time.