Job description
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
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.
