Customer Support Associate

Hi, we’re Heidi! 👋

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.

We are looking for a Customer Support Associate to work as the master in the frontline resolving and triaging our customer enquiries. Work closely with our onboarding, product, sales, and GTM teams as we scale Heidi, our clinical platform, and medical AI tools.

You must be a Customer Experience or Support Associate who is ‘clinician obsessed’, provides an exceptional white glove experience, and thrives on solving complex problems. You will supercharge our customer journey ensuring our community of clinicians love our product and intimate level of care. You will be extremely personable and product savvy in responding to multiple customer requests and triaging them effectively. You must be comfortable working under pressure in a high-performance team in which you can juggle multiple competing priorities managing internal and external requests. You thrive in challenging situations, and you appreciate the dynamics of a flexible, flat-structured work environment. Previous background in healthcare is not important, we hire for attitude over experience.

The Role:

As a Customer Support Associate, you will play a key role in ensuring clinicians not only adopt, but fall in love with Heidi’s AI tools and the clinician experience. You'll provide expert support by responding to individual requests and with educated training. The experience will be tailored and bespoke to each clinician's unique needs, so they feel the Heidi love and integrate our software into their daily workflows seamlessly.

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 troubleshooting calls with our customers, educating them on the product, and tailoring a solution fit for their use case
• Update help articles, internal processes, and our internal knowledge base to ensure consistency and quality across the wider team.
  
  

What we will look for:

• 3+ years of proven experience in customer support/success, preferably in a 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 meet internal stakeholder and customer needs.
• Exceptional problem-solving skills with an analytical and customer-obsessed mindset
• Exceptional attention to detail, and a knack for writing great content to educate our customers
• Familiarity with Intercom or similar support tools. We also run on Notion, Gsuite, and Slack. You can learn these skills as you go, as we want someone who obsesses over the customer experience. Saying that, this role relies heavily on using these softwares so being a fast learner is a must.
  
  

Work Schedule:

This role may require early morning availability to support users based across the USA and the UK. You'll have the flexibility to structure your day accordingly.

Note: May require some out of hours support.

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 values:
• Ownership that’s Relentless: Every team member is an owner at Heidi. We take full accountability for our work, embracing both victories and setbacks. Our commitment extends beyond the immediate - we craft ambitious, long-term strategies and watch with excited anticipation as they unfold over time. Clinical Inventors
• Invention with Integrity: We serve our clinicians through fearless first-principles invention, guided by an unwavering moral compass and grounded in data-driven truths. Our ruthless honesty and deep empathy fuel both personal and company growth as we disrupt healthcare.
• Win with Humility: We’re deeply competitive, driven to win at everything - from a coin toss to outpacing our competitors. We pursue success with a stoic determination while remaining humble.
• Embrace the Unknown: We don’t just face uncertainty; we welcome it with open arms. We thrive in uncharted territories and excel in low or no context environments. Every challenge and shift in the landscape becomes an exciting opportunity for personal and collective growth, continuously strengthening our adaptability and resilience.
• Pace that Compounds: We believe in the power of hard work and speed. We recognize that perfection is the product of hundreds of rapid, small improvements. We constantly push the boundaries of pace, skillfully balancing swift iterations with unwavering quality and elegant simplicity.
  

Why you will flourish with us 🚀?

• Flexible work with a 50% hybrid environment
• Additional paid day off for your birthday and wellness days
• Full gym access in our Melbourne location and Sydney TBC.
• A generous personal development budget of $500 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
• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading health tech 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.