Customer Support Agent (EMEA) | Philippines at Heidihealth.com.au

Who are Heidi? Heidi is on a mission to halve the time it takes to deliver world-class care. We believe that by 2050, every clinician will practice with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world. Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors. We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we’re now powering more than 1 million consults every week. With our most recent $16.6MM round of funding from leading VC firms, we’re geared up to supercharge our ambitious global growth, starting with the US, Canada, UK and Europe - and we need great people like you to get there. Ready for the challenge? The Role As a Customer Support Agent, you’ll be on the front line supporting healthcare professionals using our AI-powered tools. You’ll help customers feel confident, supported, and in control - particularly in the moments that matter, when they need clear guidance, reassurance, and trust in a clinical setting. You’ll manage customer support cases with care and professionalism, delivering support that is accurate, timely, and grounded in clear, empathetic communication. Your work will directly shape how customers experience Heidi, playing a critical role in building trust, loyalty, and long-term success for both our customers and our company. This role is for people who take pride in the craft of customer support and care deeply about delivering consistently high-quality, human customer experiences. WHAT YOU’LL DO - Act as the first point of contact for customer queries via chat, email, and phone, providing timely, professional, and reassuring support. - Develop a strong understanding of how Heidi works and how customers use it in real-world clinical contexts, enabling accurate and relevant guidance. - Manage customer support cases from first contact through investigation, resolution, or through cross-functional escalation, ensuring issues progress efficiently and effectively. - Deliver clear, calm, and empathetic communication, particularly when customers are frustrated, uncertain, or working in time-sensitive clinical environments. - Diagnose and troubleshoot product or usage issues using structured thinking and sound judgment, balancing speed, accuracy, and care. - Follow established support processes and SOPs, applying judgment in edge cases to ensure safe, consistent, and high-quality customer outcomes. - Efficiently escalate complex or technical issues with clear context, documentation, and reproduction steps, transferring ownership to enable timely resolution. - Contribute to continuous improvement by reviewing resolved cases, identifying recurring questions, sharing insights with internal teams. WHAT WE WILL LOOK FOR - 2+ years’ experience in customer support or customer service roles, ideally within SaaS, HealthTech, or other high-trust environments. - Strong customer empathy and pride in delivering thoughtful, high-quality human support. - Excellent written and verbal communication skills, with the ability to explain complex or technical topics clearly and empathetically. - A structured, detail-oriented approach to problem-solving, with sound judgment and high attention to accuracy – particularly in healthcare or regulated contexts. - Comfort working within defined processes and SOPs while applying judgment in edge cases. - Ability to learn technical products and navigate multiple tools and systems (e.g. ticketing platforms). - Ability to manage multiple conversations and priorities while maintaining quality, composure, and professionalism. - A collaborative mindset and willingness to share feedback, learn, and continuously improve. - Flexibility - this role is expected to have flexibility of weekend/evenings work as we may be required to adjust the roster to suit current challenges. 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.