Customer Support Specialist at Momo Medical B.V.

📍 Job Overview

Job Title: Customer Support Specialist
Company: Momo Medical B.V.
Location: Delft, South Holland, Netherlands
Job Type: Full-Time (Hybrid)
Category: Customer Support & Services
Date Posted: 2025-07-22
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: On-site with remote work options

🚀 Role Summary

Key Responsibilities:
- Serve as the primary point of contact for healthcare workers, providing support and assistance with Momo Medical's solutions.
- Proactively reach out to healthcare workers to check in and ensure they are well-supported.
- Implement new systems and provide on-site service at healthcare organizations across the Netherlands.
- Continuously improve processes, products, and colleagues to enhance the overall customer experience.
Impact:
- Directly contribute to the well-being of healthcare workers by providing excellent customer support and service.
- Play a crucial role in ensuring the smooth operation and adoption of Momo Medical's innovative solutions in the healthcare sector.

📝 Enhancement Note: This role offers a unique opportunity to make a tangible impact on the daily lives of healthcare workers, contributing to their job satisfaction and the quality of care they provide.

💻 Primary Responsibilities

Customer Support & Communication:
- Handle incoming inquiries from healthcare workers via phone and email, providing prompt and effective solutions.
- Actively reach out to healthcare workers to proactively address their needs and ensure they feel supported.
- Maintain clear and concise communication with healthcare workers, ensuring their concerns are understood and addressed.
On-Site Implementation & Service:
- Travel to healthcare organizations across the Netherlands to implement new systems and provide on-site support.
- Collaborate with internal teams to ensure smooth system implementation and address any technical issues that may arise.
Process Improvement & Feedback:
- Gather and analyze feedback from healthcare workers to identify areas for improvement in Momo Medical's products and services.
- Work closely with internal teams to implement process improvements and enhance the overall customer experience.

📝 Enhancement Note: This role requires strong communication skills, a proactive approach, and a genuine desire to help others. Successful candidates will be able to build strong relationships with healthcare workers and effectively address their needs.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in a customer-facing role.

Experience: Proven experience in customer support, ideally within the healthcare or technology sectors.

Required Skills:

Excellent communication skills in Dutch (C2 level)
Strong problem-solving abilities
Proactive and service-oriented mindset
Ability to work independently and manage time effectively
Willingness to travel and work flexible hours, including evenings and weekends as needed

Preferred Skills:

Knowledge of English and German (B2 level or above)
Experience with CRM software and customer support tools
Familiarity with the healthcare industry and its specific challenges
Strong analytical skills and data-driven approach to problem-solving

📝 Enhancement Note: While specific industry experience is not required, a strong service orientation, excellent communication skills, and a genuine desire to help others are essential for success in this role.

📊 Customer Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong customer support and communication skills through relevant work experience or projects.
Showcase a proactive approach to problem-solving and a commitment to excellent customer service.
Highlight any experience working with healthcare professionals or within the healthcare industry.

Technical Documentation:

Provide examples of process improvement initiatives or customer feedback analysis to demonstrate your ability to gather and act on customer insights.
Share any relevant customer support metrics or key performance indicators (KPIs) to showcase your impact in previous roles.

📝 Enhancement Note: A strong customer support portfolio will demonstrate your ability to build relationships with customers, address their needs effectively, and continuously improve the customer experience.

💵 Compensation & Benefits

Salary Range: €2,650 - €3,200 per month (full-time, 40 hours), depending on experience and qualifications.

Benefits:

Pension plan
Travel allowance for on-site work
30 vacation days per year (full-time equivalent), including public holidays and religious observances
Team activities and growth opportunities

Working Hours: Full-time (40 hours per week), with flexible scheduling to accommodate on-site work and customer needs.

📝 Enhancement Note: The salary range for this role is competitive within the customer support industry in the Netherlands, with additional benefits focused on work-life balance and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology Company Size: Medium (50-250 employees) Founded: 2019

Team Structure:

The Customer Support & Success team consists of 10 members, working closely with cross-functional teams, including Product, Engineering, and Sales.
The team is organized into smaller sub-teams, each responsible for specific customer segments or product areas.
The team follows a flat hierarchy, with regular check-ins and open lines of communication.

Development Methodology:

The team uses Agile methodologies, with regular sprint planning and stand-up meetings to ensure efficient task management and collaboration.
Customer feedback is integrated into the product development process, with regular user testing and iteration.
The team emphasizes continuous learning and improvement, with regular training and development opportunities.

Company Website: Momo Medical

📝 Enhancement Note: Momo Medical's customer-centric culture and commitment to innovation make it an attractive place for customer support professionals seeking to make a meaningful impact in the healthcare industry.

📈 Career & Growth Analysis

Customer Support Career Level: Entry to Mid-Level (0-2 years of experience) Reporting Structure: Reports directly to the Customer Support Manager, with regular check-ins and performance reviews. Technical Impact: Directly responsible for the customer experience and satisfaction with Momo Medical's solutions.

Growth Opportunities:

Customer Support Specialist II: After 1-2 years of successful performance, candidates may progress to the next level, taking on more complex customer issues and mentoring new team members.
Senior Customer Support Specialist: With additional experience and proven leadership skills, candidates may advance to a senior role, focusing on strategic customer relationships and process improvement.
Team Lead / Manager: With strong leadership and management skills, candidates may eventually take on a team lead or management role, overseeing the day-to-day operations of the Customer Support & Success team.

📝 Enhancement Note: Momo Medical offers clear career progression paths for customer support professionals, with opportunities for growth and development in both technical and leadership roles.

🌐 Work Environment

Office Type: Hybrid (onsite and remote work) Office Location(s): Delft, South Holland, Netherlands

Workspace Context:

The Delft office is located in a modern, collaborative workspace, with dedicated customer support areas and quiet spaces for focused work.
The office is equipped with ergonomic workstations, multiple monitors, and high-speed internet access.
The team works closely together, with regular team meetings and cross-functional collaboration opportunities.

Work Schedule: Full-time (40 hours per week), with flexible scheduling to accommodate on-site work and customer needs.

📝 Enhancement Note: Momo Medical's hybrid work environment fosters collaboration and knowledge-sharing, with a strong focus on supporting the well-being and productivity of its customer support team.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your customer support experience, communication skills, and cultural fit with Momo Medical.
On-Site Visit: A visit to Momo Medical's headquarters in Delft to meet the Customer Support Manager and other team members, participate in role-play scenarios, and discuss your approach to customer support and problem-solving.
Final Interview: A final interview with the Customer Support Manager and other key stakeholders to assess your fit for the role and answer any remaining questions.

Portfolio Review Tips:

Highlight your customer support experience and any relevant projects or achievements.
Prepare examples of successful customer interactions, problem-solving scenarios, and process improvement initiatives.
Tailor your portfolio to demonstrate your understanding of the healthcare industry and Momo Medical's solutions.

Technical Challenge Preparation:

Familiarize yourself with Momo Medical's solutions and the healthcare industry challenges they address.
Practice active listening and empathy, as these are crucial skills for customer support professionals.
Prepare examples of your ability to think critically and creatively to solve customer problems and improve processes.

ATS Keywords: Customer Support, Customer Service, Healthcare, Problem-Solving, Communication, Empathy, Process Improvement, Agile, Teamwork, Collaboration, Customer Success, Customer Experience, Customer Relationship Management (CRM), Healthcare Technology

📝 Enhancement Note: Momo Medical's interview process is designed to assess your customer support skills, cultural fit, and problem-solving abilities, with a strong emphasis on practical examples and role-play scenarios.

🛠 Technology Stack & Customer Infrastructure

Customer Support & Communication Tools:

CRM software (e.g., Salesforce, HubSpot, or Zoho CRM) for tracking customer interactions and managing customer support tickets.
Ticketing system (e.g., Zendesk, Freshdesk, or Jira Service Management) for efficient issue tracking and resolution.
Communication platforms (e.g., Slack, Microsoft Teams, or Google Workspace) for internal collaboration and customer communication.

On-Site Implementation & Service Tools:

Mobile device management (MDM) solutions (e.g., AirWatch, Microsoft Intune, or Jamf) for secure device deployment and management.
Remote desktop protocol (RDP) and virtual private network (VPN) solutions for secure remote access to customer systems.
Customer relationship management (CRM) software for on-site customer data management and analytics.

Data Analysis & Reporting Tools:

Business intelligence (BI) tools (e.g., Tableau, Power BI, or Looker) for customer data visualization and analysis.
Customer feedback platforms (e.g., SurveyMonkey, Net Promoter Score (NPS), or Customer Satisfaction (CSAT)) for gathering and analyzing customer feedback.

📝 Enhancement Note: Momo Medical's technology stack is designed to support efficient customer support and service, with a focus on secure and reliable communication, data management, and analytics tools.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Always prioritize the needs and well-being of healthcare workers, striving to exceed their expectations in every interaction.
Proactive: Anticipate customer needs and take initiative to address their concerns before they arise.
Empathetic: Show genuine understanding and compassion for the challenges faced by healthcare workers, and strive to make a positive impact on their daily lives.
Continuously Learning: Stay up-to-date with industry trends, best practices, and new technologies to continuously improve customer support and service.

Collaboration Style:

Cross-Functional: Work closely with other teams, including Product, Engineering, and Sales, to ensure customer feedback is integrated into product development and business strategy.
Peer-to-Peer: Collaborate with other customer support team members to share knowledge, best practices, and support one another in achieving customer support excellence.
Mentoring: Provide guidance and support to new team members, helping them develop their customer support skills and achieve their career goals.

📝 Enhancement Note: Momo Medical's customer support team is built on a strong foundation of customer-centric values, proactive problem-solving, and collaborative teamwork, fostering a supportive and engaging work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Volume: Manage a high volume of customer inquiries, ensuring prompt and effective resolution while maintaining high customer satisfaction scores.
Complex Customer Issues: Address complex customer issues, requiring strong problem-solving skills, technical expertise, and effective communication.
System Integration: Collaborate with internal teams to integrate new systems and ensure seamless customer experiences across multiple platforms and devices.

Learning & Development Opportunities:

Product Training: Stay up-to-date with Momo Medical's solutions and new features, attending regular training sessions and webinars.
Industry Conferences & Events: Attend industry conferences and events to network with other customer support professionals, learn about best practices, and discover new technologies.
Certification Programs: Pursue relevant certifications, such as those offered by CRM vendors or customer support industry organizations, to enhance your skills and professional development.

📝 Enhancement Note: Momo Medical's customer support role offers a unique blend of technical challenges and growth opportunities, with a strong emphasis on continuous learning, professional development, and customer support excellence.

💡 Interview Preparation

Technical Questions:

Customer Support Scenario: Describe a challenging customer support scenario you've faced in the past, and walk us through how you addressed the customer's needs and resolved the issue.
Process Improvement: Explain a time when you identified a gap in your organization's customer support processes and implemented an improvement to address it. What was the outcome?
Customer Feedback Analysis: Describe your approach to analyzing customer feedback data, and how you've used it to inform process improvements or product development.

Company & Culture Questions:

Customer Support Culture: How do you ensure that customer support remains a top priority for your team, even as the organization grows and evolves?
Team Collaboration: Describe your experience working with cross-functional teams, and how you've ensured effective communication and collaboration to achieve shared goals.
Customer Empathy: How do you maintain a strong sense of empathy for your customers, even when facing high volumes of inquiries or challenging issues?

Portfolio Presentation Strategy:

Customer Support Portfolio: Showcase your customer support experience through relevant work examples, customer testimonials, and any available metrics or KPIs.
Problem-Solving Portfolio: Highlight your problem-solving skills through case studies, before-and-after examples, or any other relevant projects that demonstrate your ability to address customer challenges and improve processes.
Customer-Centric Portfolio: Emphasize your commitment to customer-centric values, with examples of your proactive approach to customer support and service, and your ability to make a positive impact on customer lives.

📝 Enhancement Note: Momo Medical's interview process is designed to assess your customer support skills, cultural fit, and problem-solving abilities, with a strong emphasis on practical examples and role-play scenarios. By preparing thoroughly and tailoring your portfolio to Momo Medical's values and customer-centric approach, you'll be well-equipped to succeed in the interview process.

📌 Application Steps

To apply for this Customer Support Specialist position at Momo Medical:

Tailor Your Resume: Highlight your customer support experience, communication skills, and problem-solving abilities, emphasizing your fit for the role and Momo Medical's customer-centric culture.
Prepare Your Portfolio: Curate a portfolio showcasing your customer support experience, problem-solving skills, and commitment to customer-centric values, with a focus on practical examples and measurable outcomes.
Research Momo Medical: Familiarize yourself with Momo Medical's solutions, industry challenges, and customer support approach, demonstrating your understanding of the company and its mission in your application and interview.
Practice Interview Scenarios: Prepare for role-play scenarios and technical questions, focusing on your customer support experience, problem-solving skills, and cultural fit with Momo Medical.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Momo Medical before making application decisions.

Customer Support Specialist