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Tandem Health is a fast-scaling healthtech company reimagining healthcare by putting clinicians first. The platform, designed by clinicians for clinicians, features intuitive medical notes and workflows that support real-world patient care. Backed by top investors, the company is expanding globally with a mission to transform how healthcare professionals work.
As a Customer Success Specialist based in Leiden, you will be the front line of customer support, handling support tickets and incoming phone calls with empathy and efficiency. You'll triage and prioritize issues—identifying urgent workflow blockers and escalating appropriately to internal teams. Your role involves maintaining strong customer relationships, ensuring users feel heard and successful with the Tandem platform.
Key responsibilities include leading onboarding and training logistics (scheduling sessions, sharing materials, ensuring users understand core features), creating and improving support content (FAQs, troubleshooting guides, knowledge base articles), and tracking recurring issues to surface patterns and product feedback that reduce future support load.
You care deeply about customers and love solving problems quickly and clearly. You have proven experience in customer support, customer success, operations, or service desk roles (SaaS/healthtech experience is a plus). You're calm under pressure, highly organized, and communicate clearly in both Dutch and English. You can explain technical issues in simple terms and coordinate with internal teams effectively.
Nice-to-have skills include experience supporting healthcare customers or clinicians, familiarity with helpdesk tools (Zendesk, Intercom, Freshdesk) and CRM hygiene, and basic technical troubleshooting (browser/audio settings, permissions, integration basics).
This is a full-time, hybrid role based in Leiden. Most work is customer-facing and can be done remotely or from the office. Some travel may be required to support major deployments. You'll have the opportunity to grow your career while making meaningful impact in a fast-growing European healthtech scale-up, with competitive salary, regular team outings, and a dog-friendly office.
