Customer Service Agent

Role overview

In this position, you will be a key part of Montu’s customer relationships in Germany. The focus is on supporting business clients such as pharmacies, medical clinics, and doctors throughout the full customer journey.

What you will do

• Act as the main contact for pharmacy and other B2B customers, guiding them from onboarding through their first order and into a lasting relationship. You may also assist patients using the teleclinic Alternaleaf.
• Manage orders end to end, track delivery progress, and help ensure products reach partners safely and on schedule.
• Handle delivery delays, complaints, and complex questions in a proactive, solution-oriented way while maintaining a high service standard.
• Work closely with logistics, sales, and compliance teams to improve internal workflows and strengthen operations.
• Record every customer interaction accurately in the ticketing system and maintain strong data quality.

Your profile

The company is looking for a strong communicator who cares deeply about service and understands the needs of business customers in the healthcare sector.

• Several years of solid experience in customer service, with a strong emphasis on B2B support.
• Previous experience in a medical, pharmaceutical, or similarly regulated environment is preferred, along with familiarity with the high standards expected by pharmacies and clinics.
• A customer-first mindset marked by empathy, commitment, and a strong service orientation.
• A structured working style, calm decision-making in a fast-paced environment, and an interest in helping shape processes.
• Native-level or business-fluent German, plus fluent English, and confidence using modern ticketing tools such as Zendesk.

Why this role stands out

• Help shape the future of healthcare delivery in Germany through innovative telemedicine solutions.
• Join an international, mission-driven team that works with a collaborative remote-first culture.
• Be part of a fast-growing start-up where your contribution has visible impact.
• Enjoy flexibility, ownership, and strong opportunities for growth.

About the company

Montu’s view is that access to healthcare should be simple, fast, and built around people rather than systems. The company is reimagining the patient journey with a seamless digital experience that brings care closer.

Its telemedicine platform, international reach, and portfolio of cannabis-based medicines support patients, doctors, and pharmacists by removing traditional barriers and helping people manage their health with confidence.

By working with pharmacies across Germany, the company helps ensure prescribed treatments are delivered quickly, safely, and smoothly so patients can focus on feeling better.

Compensation

The expected pay range for this role is €35,000 to €38,000.