Customer Support & Onboarding Officer

About the role

alfred-care.lu is a young Luxembourg-based company building a SaaS platform for medical professionals, simplifying their administrative and clinical work. It is looking for a versatile, autonomous Customer Support & Onboarding Officer who will be the main point of contact for its customers, guiding them from first discovery through to everyday use while helping keep the company's day-to-day administration running smoothly.

Key responsibilities

• Provide application support to existing customers by phone, e-mail and chat, with responsiveness and empathy
• Manage the onboarding and training of new customers so they get off to a smooth start
• Deliver product demos to prospective customers, highlighting the features most relevant to their needs
• Maintain the customer-facing knowledge base (FAQ, user guides, tutorials)
• Gather customer feedback and pass it to the product team to drive continuous improvement
• Provide general administrative support across the team
• Maintain and update the CRM database (customers, prospects, interactions and opportunities)

Required profile

• A real self-starter: autonomous, entrepreneurial and comfortable taking initiative in a small company with minimal supervision
• Strong customer service mindset, patience and genuine listening skills
• Detail-oriented, discreet and mindful of data confidentiality, especially GDPR in the healthcare sector
• Fluent French is required; German is a valued asset; English and/or Luxembourgish is a plus
• Prior experience in customer support, client relations, onboarding or sales is a plus but not required

Required skills

• Tech-savvy and quick to learn new software
• Comfortable with CRM, support and ticketing platforms such as HubSpot, Zendesk or Intercom, and Office/Google Workspace and video-conferencing tools

What we offer

• A varied, central role within a young and dynamic team
• Genuine autonomy and the chance to shape the role as the company grows
• A flexible, supportive working environment
• A competitive salary based on profile and experience

To apply, send your CV together with a few lines about your motivation to the company by e-mail.