Customer Support Agent

Heidi Health
Philippines
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Customer empathy","Communication","Problem-solving","Attention to detail","Collaboration"]

Support healthcare professionals using Heidi’s AI-powered tools as the first point of contact across chat, email, and phone. Triage and resolve customer support cases from first contact through investigation, resolution, or escalation, delivering accurate, timely, calm, and empathetic guidance. Diagnose product or usage issues, follow SOPs, and escalate complex problems with clear context and reproduction steps. Continuously improve support by reviewing resolved cases and sharing insights.

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Heidi Health
Heidi Health
4 weeks ago

Customer Support Agent

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Support healthcare professionals using Heidi’s AI-powered tools as the first point of contact across chat, email, and phone. Triage and resolve customer support cases from first contact through investigation, resolution, or escalation, delivering accurate, timely, calm, and empathetic guidance. Diagnose product or usage issues, follow SOPs, and escalate complex problems with clear context and reproduction steps. Continuously improve support by reviewing resolved cases and sharing insights.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as the first point of contact for customer queries via chat, email, and phone.
  • •Develop a strong understanding of how Heidi works and how customers use it in real clinical contexts to provide accurate guidance.
  • •Manage customer support cases from first contact through investigation, resolution, or cross-functional escalation.
  • •Provide clear, calm, and empathetic communication when customers are frustrated, uncertain, or in time-sensitive clinical situations.
  • •Diagnose and troubleshoot product or usage issues and escalate complex/technical problems with clear documentation and reproduction steps.

Pay and Benefits

Perks:Learning BudgetWellness StipendHome OfficeParental LeaveFertility SupportHmo CoverageWork From

Key Requirements

  • •2+ years of experience in customer support or customer service, ideally in SaaS or HealthTech.
  • •Strong customer empathy and pride in delivering thoughtful, high-quality human support.
  • •Excellent written and verbal communication, with the ability to explain complex or technical topics clearly and empathetically.
  • •A structured, detail-oriented approach to problem-solving with sound judgment and accuracy, especially in healthcare/regulatory contexts.
  • •Comfort working within defined processes and SOPs while applying judgment in edge cases.
Experience:2+ yearsSaaSHealthTech
Skills:Customer empathyCommunicationProblem-solvingAttention to detailCollaboration
Tech Stack:ChatEmailPhoneTicketing platforms

Company Brief

Heidi Health
Builds an AI medical scribe and clinical productivity platform that automates documentation, form-filling, and task management to expand clinician capacity across hospitals, GP clinics and specialist services worldwide.
Industry: HealthTech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: Melbourne, Australia
Founded: 2019
Glassdoor
Glassdoor: 4.7
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