Customer Support Agent

Job description

WE’RE HEIDI. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our AI products (Scribe, Comms, Evidence, Remote) have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s healthcare capacity and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. If you want to build something way bigger than yourself, jump in. ABOUT YOUR 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. HOW WE SHOW UP - Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism. - Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that. - Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford. - Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander. - Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless. - Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it. WHY HEIDI? You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt (on every side of the equation) what non-care feels like—the moral and practical toll as a provider or receiver. Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally. We take care of you. We offer a ₱15,000 annual learning and development budget, a ₱3,000/month health and wellness allowance, a ₱10,000 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to ₱150,000, four weeks of work from anywhere per year, and comprehensive HMO coverage for you and up to two dependents. We chose to open-source our benefits hub https://heidihealth.notion.site/Heidi-s-Benefits-Hub-6c7ca630286e82f694058141ca6dad08, if you care to take a peek.