heidihealth.com.au - Customer Support Agent (EMEA) | Philippines

• 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. • 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