Customer Support Team Lead

Summary

Join Heidi, a health-tech company on a mission to revolutionize healthcare delivery, as their Customer Support Lead. In this role, you will lead and mentor a customer support team, ensuring timely and high-quality responses to customer queries. You will be responsible for monitoring team performance, identifying trends, and escalating systemic issues to improve the product and support function. You will also contribute to knowledge and process improvement by maintaining support content, reviewing AI bot responses, and collaborating with product and engineering teams. The ideal candidate possesses proven customer support experience, strong communication and problem-solving skills, and a bachelor's degree in a relevant field. Flexibility to work weekends and evenings is required. Heidi offers a remote work environment with the possibility of hybrid work in the future, opportunities for professional development, and the chance to make a global impact.

Requirements

• Proven experience in customer support, with exposure to SaaS or HealthTech preferred
• Strong written communication and problem-solving skills
• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

Bachelor's in Health Science, Engineering, Math, Computer Science, or similar field would be advantageous

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!