Customer Support Agent - Remote

Overview

Heidi is on a mission to halve the time it takes to deliver world-class care, providing critical support for customers around the world.

In Short

• Act as the first point of contact for customer queries via chat, email, and phone.
• Resolve support tickets from initiation to resolution.
• Escalate issues to subject matter experts when needed.
• Update support content based on recurring issues and product updates.
• Audit and review AI Bot responses for improvements.
• Log, track, and resolve customer tickets promptly.
• Diagnose and fix issues ensuring seamless hand-offs for complex cases.
• Revise and update support materials to reflect current processes.
• Work with technical teams to manage escalations.
• Collaborate with diverse teams to improve patient care.

Requirements

• Recent graduate or 2+ years in customer solutions, preferably in tech or healthcare.
• Strong communication skills, both written and verbal.
• Excellent problem-solving and organizational abilities.
• Familiarity with CRM systems and support platforms.
• Self-motivated and capable of working independently.

Benefits

• Work from home, with the possibility of hybrid work in the future.
• Learn from some of the best engineers and creatives in a diverse team.
• Opportunity to create a global impact in a leading healthtech startup.
• Fast track your startup career with impactful contributions.