Customer Support Agent
Who are Heidi?
Heidi is on a mission to halve the time it takes to deliver world class care.
We believe that in 2050 every clinician will practice with AI systems that free them from administrative burden and increase the quality and accessibility of care to patients across the world.
Today, we have a suite of tools that modernize documentation. Tomorrow, we’ll equip every healthcare org with AI assistants that undo the tediums of clinical & non clinical work
Our team is a potent mosaic of sage, accomplished leaders & brilliant polymaths hungry to prove it. We achieve in 6 months what it takes our competitors 4 years to do.
We’ve raised our $10M Series A led by Australia's largest VC firm, Blackbird Ventures and in the midst of our next raise, with an ambitious global go-to-market strategy starting with the US & UK.
The Role
Working closely with our Customer Operations Specialist, you’ll be a Customer Support Agent providing critical timely support for our customers around the world. Your responsibilities will include but not be limited to:
Act as the first point of contact for customer queries via email and cha
Resolve support tickets from initiation to resolution
Escalate issues to subject matter experts when needed
Update support content (FAQs, user guides) based on recurring issues and product updates
Audit and review AI Bot responses to assure iterative improvements in the support function.
What you’ll do:
Ticket Management:
Log, track, and resolve customer tickets promptly.
Follow through on each ticket until the issue is fully resolved.
Problem Solving:
Diagnose and fix issues, ensuring seamless hand-offs for complex cases.
Implement changes based on customer feedback.
Content Maintenance:
Revise and update support materials to reflect current processes and solutions.
Collaboration:
Work with technical teams to manage escalations and ensure effective resolution.
What we will look for:
Recent graduate or 2+ years in customer solutions, preferably in tech or healthcare.
Strong communication skills, both written and verbal.
Excellent problem-solving and organisational abilities.
Familiarity with CRM systems and support platforms
Self-motivated and capable of working independently.
What do we believe in?
We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.
You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:
We will stop at nothing to improve patient care across the world.
We design user experiences for joy and ship them fast.
We make decisions in a flat hierarchy that prioritizes the truth over rank.
We provide the resources for people to succeed and give them the freedom to do it.
Why you will flourish with us 🚀?
Flexible hybrid working environment, with 3 days in the office.
Additional paid day off for your birthday and wellness days
Special corporate rates at Anytime Fitness in Melbourne, Sydney tbc.
A generous personal development budget of $500 per annum
Learn from some of the best engineers and creatives, joining a diverse team
Become an owner, with shares (equity) in the company, if Heidi wins, we all win
The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
If you have an impact quickly, the opportunity to fast track your startup career!
Help us reimagine primary care and change the face of healthcare in Australia and then around the world.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Join the team at Heidi as a Customer Support Agent in Manila, where we're transforming healthcare with cutting-edge technology! At Heidi, we’re committed to reducing the time it takes to deliver exceptional care by integrating AI systems that alleviate the administrative burdens faced by clinicians. We believe that by 2050, all healthcare professionals will have access to AI assistants that streamline their workflows and enhance patient care. As a Customer Support Agent, you'll work closely with our Customer Operations Specialist to provide vital support for customers globally. Your role will include managing customer queries via email and chat, resolving support tickets, and collaborating with technical teams to ensure all issues are handled efficiently. You’ll also update FAQs and user guides based on common issues and product updates. We’re looking for recent graduates or professionals with at least two years of experience in a customer-focused role, ideally within the tech or healthcare sectors. Strong communication and problem-solving skills are essential. With a flexible working environment, additional wellness days, and a generous personal development budget, you will thrive alongside a world-class team dedicated to improving healthcare worldwide. Whether it’s revising support materials, diagnosing problems, or implementing changes from customer feedback, you'll have the chance to make a genuine impact at Heidi as we redefine healthcare solutions. If you're ready to take big goals and turn them into reality, Heidi is the place to be!
Subscribe to Rise newsletter
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
Sign up for our weekly
newsletter of fresh jobs
