Customer Support Team Lead

As the Customer Support Team Lead at Heidi, your main responsibilities include resolving customer queries via the help desk, providing on-the-spot coaching to team members, and driving operational improvements. You’ll monitor team performance, manage ticket queues, track key support metrics, and create reports with actionable feedback for stakeholders. Additionally, you will collaborate with product and engineering teams to address issues and enhance the customer experience.

For the Customer Support Team Lead role at Heidi, ideal candidates should have proven experience in customer support, with a preference for backgrounds in SaaS or HealthTech. A bachelor's degree in Health Science, Engineering, Math, Computer Science, or a similar field is advantageous. Strong written communication skills and the ability to analyze support trends are essential to help drive process improvements.

Heidi is committed to the professional growth of our Customer Support Team Lead. We offer a generous personal development budget of $500 per annum, enabling you to pursue further education and training. You’ll also be part of a diverse team with opportunities to learn from top engineers, medicos, and designers, which fosters an environment of continuous improvement and innovation.

At Heidi, the work environment for a Customer Support Team Lead is flexible and dynamic. Our hybrid setup allows for three days in the office, fostering collaboration while offering the flexibility to work remotely. This setup is designed to provide a balance between productive teamwork and individual focus, making it a great atmosphere for innovation and growth.

As a Customer Support Team Lead at Heidi, you'll have the opportunity to make a significant global impact in transforming healthcare. With the potential to fast track your startup career, if you demonstrate impactful contributions early on, you'll also have the chance to acquire equity and share in the company's success. This unique position allows you to be at the forefront of healthcare innovation and play a vital role in our mission.

When answering this question, consider highlighting a specific situation, detailing the problem, your approach to resolving it, and the outcome. Make sure to emphasize your problem-solving skills and your ability to stay calm under pressure, as these are key traits for a Customer Support Team Lead at Heidi.

Explain your approach to prioritization, such as using a ticketing system, assessing urgency, and categorizing queries. It’s crucial to demonstrate your ability to manage time effectively while still providing high-quality responses, as you'll be responsible for maintaining operational performance at Heidi.

Discuss specific strategies you might employ, such as regular training sessions, one-on-one coaching, or implementing new tools for efficiency. Highlight that your role as a Customer Support Team Lead at Heidi involves leading by example, fostering a team culture that emphasizes continuous improvement and collaboration.

When addressing difficult customers, emphasize your approach to active listening, empathy, and finding common ground. Provide a real-life example where you turned a negative interaction into a positive outcome, showcasing your interpersonal skills and your dedication to customer satisfaction.

Discuss how data enables you to track key metrics like response times and customer satisfaction scores. Explain that as a Customer Support Team Lead at Heidi, you would use data to identify trends, improve processes, and report back to stakeholders with actionable insights, ultimately enhancing the customer experience.

Talk about your commitment to regularly reviewing support content, gathering team feedback, and collaborating with product teams to incorporate customer insights into the product. Show you're proactive in improving both processes and team skills, which is essential at Heidi.

Be prepared to discuss your relevant experience within SaaS or HealthTech environments. Highlight specific software or technology tools you’ve worked with, customer interactions, and how these experiences have prepared you for the Customer Support Team Lead role at Heidi.

Explain your coaching philosophy and methods, such as providing real-time feedback, setting performance goals, and conducting regular review sessions. Share your understanding that mentoring supports the development of a high-performing team, which aligns with the priorities at Heidi.

Discuss your approach to collecting customer feedback, whether through surveys or direct communication. Emphasize your commitment to turning that feedback into actionable improvements, indicating how this is vital for a Customer Support Team Lead at Heidi in enhancing overall service.

Share what drives you as a leader in customer support, such as the satisfaction of solving problems, leading a team to success, and making an impact in the healthcare sector. Authentic passion for improving customer experience will resonate well in your application to Heidi.