Customer Support Agent

Heidi Health

full-time

Posted on: 1/12/2026

Location Type: Hybrid

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About the role

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.

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.

Benefits

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
If you have an impact quickly, the opportunity to fast track your startup career!

Tip: use these terms in your resume and cover letter to boost ATS matches.

customer supportproblem-solvingtroubleshootingstructured thinkingattention to accuracySOP adherencecase managementtechnical product learning

customer empathycommunication skillscalmness under pressurecollaborationflexibilitydetail-orientedprofessionalism