Customer Experience Specialist

Heidi is on a mission to half 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 modernise the way patients receive and clinicians provide care. Heidi Scribe transcribes consultations to generate clinical notes, documents and next-step actions. These tools are being stitched into a platform that will define a new mode of providing healthcare.

We’ve recently raised our $10M Series A led by Australia's largest VC firm, Blackbird Ventures and we have an ambitious global go-to-market strategy starting with the US and UK. Therefore we’re hiring a Customer Operations Specialist to support our international expansion and customer success efforts of our clinical AI products.

What You’ll Do:

• Serve as the primary support contact for users, efficiently triaging and resolving any product or workflow issues, and coordinating with our internal teams.

• Gather and analyse feedback from clinicians to refine training and support approaches, and inform the evolution of our product roadmap.

• Perform product demos with inbound leads, educating them on the product, and tailoring a solution fit for their use case

• Conduct regular assessments to measure clinician proficiency with Heidi, ensuring optimal utilisation.

• Conduct check-in calls with clinicians, offering additional support and resources to enhance their confidence and proficiency in using Heidi.

What we will look for:

• 2+ years of proven experience in customer support/success, preferably in an early stage tech or startup environment.

• An extremely organised individual who ruthlessly prioritises and manages their time effectively.

• Self-starter who is highly motivated with strong communication skills so clinicians fall in love with the Heidi experience.

• Ability to work autonomously with high levels of accountability to internal stakeholder and external customer needs.

• Exceptional problem-solving skills with an analytical and customer or clinician-obsessed mindset

• A quick learner who can learn the drops of Heidi's product, and is proficient with tools such as Intercom.

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 prioritises 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 work with a 50% hybrid environment

• Additional paid day off for your birthday and wellness days

• A generous personal development budget of 300GBP 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