Job Overview
Location
Makati City
Job Type
Full-time
Category
Customer Success
Date Posted
May 8, 2026
Full Job Description
đź“‹ Description
- • As a Customer Support Team Lead at Heidi Health, you will lead a team of Customer Support Agents to ensure timely, accurate, and empathetic support in a high-trust healthcare environment, directly contributing to the mission of halving the time to deliver world-class care through AI-powered solutions.
- • You will operate as a player–coach, working alongside the team in live queues, providing real-time guidance during customer interactions, handling complex escalations, conducting 1:1s, reviewing interactions for coaching opportunities, and assessing performance to drive continuous improvement.
- • You will partner with Support Leadership by surfacing frontline insights, contributing to hiring and onboarding new agents, monitoring operational metrics like CSAT and response times, ensuring SOP adherence, and helping refine support processes based on real-world feedback.
- • You will foster a positive team culture by promoting psychological safety, recognizing performance, addressing burnout, leading team rituals, and collaborating across shifts to maintain consistent, high-quality customer experiences.
🎯 Requirements
- • 2+ years of proven experience in customer support with experience coaching or leading frontline teams
- • Strong customer empathy and understanding of high-quality support in practice
- • Excellent written and verbal communication skills, including the ability to coach others on tone, clarity, and empathy
- • Sound judgment and problem-solving skills with high attention to accuracy and ability to analyze support trends for process improvements
- • Comfort managing live operations, making real-time decisions, and supporting teams under pressure
- • Flexibility to work weekends or evenings as needed to adjust to operational demands
🏖️ Benefits
- • Work from home with potential for hybrid work in the future
- • Opportunity to learn from top engineers and creatives in a diverse, high-performing team
- • Chance to create global impact by contributing to a leading healthtech startup powering over 1 million patient consultations weekly
- • Potential to fast-track your career in the startup environment if you deliver impact quickly
Skills & Technologies
About Heidi Health Pty Ltd
Heidi Health is an Australian clinical software company that provides AI-powered medical scribe and workflow automation tools for healthcare providers. Its platform records and transcribes patient consultations in real time, generating structured clinical notes, referral letters and coding suggestions that integrate directly with electronic medical record systems. The company serves general practitioners, specialists and allied health professionals, aiming to reduce administrative burden and improve documentation accuracy while maintaining data security and compliance with Australian healthcare standards.
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