Customer Support Team Lead
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
As the Customer Support Lead, you’ll work on the frontlines with our Customer Support team — resolving queries, coaching team members, and driving operational improvements. You’ll be responsible for ensuring timely, high-quality responses, identifying trends, and escalating systemic issues to improve the product and support function.
You’ll lead by example and help shape a high-performing, customer-centric team.
What you’ll do:
Support & Leadership
Resolve customer queries directly via our help desk, setting a high standard for support.
Monitor team performance and ticket queues to ensure prompt resolution.
Provide on-the-spot coaching and support to team members during live operations.
Handle complex or sensitive escalations.
Operational Oversight
Track and report key support metrics (e.g., response times, resolution rates, satisfaction scores).
Identify recurring issues, product pain points, and tough support challenges.
Create weekly feedback reports for stakeholders, with clear action points.
Knowledge & Process Improvement
Maintain and update internal and external support content based on common queries.
Review and audit AI bot responses for quality and identify training opportunities.
Collaborate with product and engineering teams on issue resolution and product feedback.
What we will look for:
Proven experience in customer support, with exposure to SaaS or HealthTech preferred.
Strong written communication and problem-solving skills.
Bachelor's in Health Science, Engineering, Math, Computer Science, or similar field would be advantageous.
Comfort leading by example in a fast-paced environment.
Ability to analyse support trends and translate them into process improvements.
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
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Heidi is looking for a Customer Support Team Lead to join our vibrant team in Manila! As we strive to halve the time it takes to deliver world-class care, our mission is ambitious, but our vision is clear: by 2050, every clinician will be supported by AI systems that enhance their practice while reducing administrative burdens. In this role, you’ll be at the forefront, working hands-on with our dedicated Customer Support team. Your responsibilities will include resolving customer queries, coaching team members, and spearheading operational enhancements. You’ll monitor team performance and response times, ensuring high-quality support that our clients can rely on. Additionally, you’ll identify trends and escalate systemic issues to help refine our product and improve our support function. With a blend of coaching, operational oversight, and process improvement, you’ll play a crucial role in creating a high-performing, customer-centric environment. You’ll be leading by example and directly influencing our customer experience. To thrive here, you should have proven experience in customer support, preferably in SaaS or HealthTech, and possess strong communication and problem-solving skills. We believe in setting impressive goals and achieving them while working collaboratively with an elite team of engineers and creatives. You'll enjoy a flexible hybrid working environment, personal development opportunities, and the chance to become an equity owner in the company. If you’re excited about transforming healthcare and making a global impact, we want to hear from you!
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