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 Specialists, 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 chat, email and phone

• 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 🚀?

• Work from home, with possibility of hybrid work in the future

• Learn from some of the best engineers and creatives, joining a diverse team

• The rare chance to create a global impact as you immerse yourself in one of the 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.