Heidi Health is seeking a Customer Support Team Lead to join our team. In this role, you will work directly on the frontlines with our Customer Support team, resolving queries, coaching team members, and driving operational improvements. You will be essential in ensuring timely, high-quality responses, identifying trends, and escalating systemic issues to improve our product and support function.
What You'll Do
- 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 like response times, resolution rates, and 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.
What We're Looking For
- Proven experience in customer support.
- Strong written communication and problem-solving skills.
- Comfort leading by example in a fast-paced environment.
- Ability to analyze support trends and translate them into process improvements.
- Flexibility for weekend and evening work as required to adjust the roster to suit current challenges.
Nice to Have
- Exposure to SaaS or HealthTech.
- Bachelor's degree in Health Science, Engineering, Math, Computer Science, or a similar field.
Benefits & Compensation
- 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.
Work Mode
This role is hybrid, offering flexibility between remote and in-office work.
Heidi Health is an equal opportunity employer.
