Support Operations Specialist

Summary

Join Heidi, a health tech company on a mission to revolutionize healthcare delivery, as a Customer Support Operations Associate. You will play a vital role in refining and optimizing support processes, focusing on quality, content, and efficiency. Key responsibilities include auditing customer interactions, enhancing support documentation, optimizing workflows, designing AI chatbot prompts, generating reports, and collaborating with cross-functional teams. This role requires 1–3 years of experience in operations, quality assurance, or process optimization, ideally within SaaS, HealthTech, or a high-volume support environment. A bachelor's degree is preferred. Success demands meticulous attention to detail and strong communication skills. Heidi offers work-from-home flexibility, opportunities to learn from top engineers and creatives, and the chance to make a global impact in healthcare.

Requirements

• 1–3 years in operations, quality assurance, or process optimization — ideally within SaaS, HealthTech, or a high-volume support environment
• Comfort mapping workflows, analyzing data trends, and translating insights into actionable improvements
• Exceptional written communication skills; meticulous attention to accuracy, compliance, and brand voice
• Proactive, collaborative, and improvement-driven; thrives in a fast-paced environment and leads by example

Responsibilities

• Conduct weekly audits of customer-facing interactions (help-desk tickets, chat transcripts, AI bot conversations) to ensure accuracy, empathy, and compliance with our quality standards
• Review and enhance support documentation (help articles, FAQs, internal KB) to keep content up-to-date, clear, and user-friendly
• Map existing support and operational workflows; analyze bottlenecks or redundancies
• Develop, pilot, and roll out process improvements that increase efficiency, consistency, and customer satisfaction
• Track the impact of process changes using key performance indicators (e.g., audit pass rates, turnaround times, error rates)
• Design, test, and refine prompts for our AI-powered support bots and internal automation tools
• Evaluate AI responses against defined quality benchmarks; iterate on prompt strategies to improve accuracy, tone, and relevance
• Produce weekly and monthly QA reports summarizing audit findings, content-review metrics, AI performance scores, and process KPIs
• Highlight recurring issues, emerging trends, and quick-win recommendations
• Present clear action plans and collaborate with the support manager on prioritization and resource planning
• Work closely with Support, Product, Engineering, and Content teams to investigate audit findings and implement fixes
• Contribute to product feedback loops — escalating systemic issues and suggesting feature enhancements
• Act as the internal champion for quality and continuous improvement initiatives

Preferred Qualifications

• Hands-on experience with AI chatbots, prompt engineering, or other automation tools; familiarity with LLMs is a plus
• Bachelor’s degree in Business Operations, Health Sciences, Computer Science, or a related field preferred

Benefits

Work from home, with possibility of hybrid work in the future