Customer Support Team Lead

4 weeks ago

Manila, Philippines Heidi Full time

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 $16.6 MM round of funding from leading VC firms, we’re geared up to super‑charge 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 As the Customer Support Lead, you’ll work on the frontlines with our Customer Support team — resolving queries, coaching team members, and driving operational improvements. You’ll be responsible for ensuring timely, high‑quality responses, identifying trends, and escalating systemic issues to improve the product and support function. You’ll lead by example and help shape a high‑performing, customer‑centric team. What you will do Support & Leadership Resolve customer queries directly via our help desk, setting a high standard for support. Monitor team performance and ticket queues to ensure prompt resolution. Provide on‑the‑spot coaching and support to team members during live operations. Handle complex or sensitive escalations. Operational Oversight Track and report key support metrics (e.g., response times, resolution rates, satisfaction scores). Identify recurring issues, product pain points, and tough support challenges. Create weekly feedback reports for stakeholders, with clear action points. Knowledge & Process Improvement Maintain and update internal and external support content based on common queries. Review and audit AI bot responses for quality and identify training opportunities. Collaborate with product and engineering teams on issue resolution and product feedback. What we will look for Proven experience in customer support, with exposure to SaaS or HealthTech preferred. Strong written communication and problem‑solving skills. Bachelor’s in Health Science, Engineering, Math, Computer Science, or similar field would be advantageous. Comfort leading by example in a fast‑paced environment. Ability to analyse support trends and translate them into process improvements. 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. Why you will flourish with us

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