Customer Support Agent

Heidi Health

Customer Support Agent assisting healthcare professionals with AI-powered tools. Managing customer inquiries through chat, email, and phone with empathy and professionalism.

Posted 7/8/2026full-timeMakati City • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

₱15,000 annual learning and development budget
₱3,000/month health and wellness allowance
₱10,000 home office budget
26 weeks paid primary parental leave
18 weeks paid secondary parental leave
fertility support up to ₱150,000
four weeks of work from anywhere per year
comprehensive HMO coverage for you and up to two dependents

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Customer EmpathyCalm CommunicationAttention to DetailCollaborationFlexibility