Customer Support Agent Job at Heidi (Quezon City)

Customer Support Agent

Heidi

Location:
Philippines , Quezon City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As a Customer Support Agent, you’ll be on the front line supporting healthcare professionals using our AI-powered tools. You’ll help customers feel confident, supported, and in control - particularly in the moments that matter, when they need clear guidance, reassurance, and trust in a clinical setting. You’ll manage customer support cases with care and professionalism, delivering support that is accurate, timely, and grounded in clear, empathetic communication. Your work will directly shape how customers experience Heidi, playing a critical role in building trust, loyalty, and long-term success for both our customers and our company. This role is for people who take pride in the craft of customer support and care deeply about delivering consistently high-quality, human customer experiences.

Job Responsibility:

Act as the first point of contact for customer queries via chat, email, and phone, providing timely, professional, and reassuring support
Develop a strong understanding of how Heidi works and how customers use it in real-world clinical contexts, enabling accurate and relevant guidance
Manage customer support cases from first contact through investigation, resolution, or through cross-functional escalation, ensuring issues progress efficiently and effectively
Deliver clear, calm, and empathetic communication, particularly when customers are frustrated, uncertain, or working in time-sensitive clinical environments
Diagnose and troubleshoot product or usage issues using structured thinking and sound judgment, balancing speed, accuracy, and care
Follow established support processes and SOPs, applying judgment in edge cases to ensure safe, consistent, and high-quality customer outcomes
Efficiently escalate complex or technical issues with clear context, documentation, and reproduction steps, transferring ownership to enable timely resolution
Contribute to continuous improvement by reviewing resolved cases, identifying recurring questions, sharing insights with internal teams

Requirements:

2+ years’ experience in customer support or customer service roles, ideally within SaaS, HealthTech, or other high-trust environments
Strong customer empathy and pride in delivering thoughtful, high-quality human support
Excellent written and verbal communication skills, with the ability to explain complex or technical topics clearly and empathetically
A structured, detail-oriented approach to problem-solving, with sound judgment and high attention to accuracy – particularly in healthcare or regulated contexts
Comfort working within defined processes and SOPs while applying judgment in edge cases
Ability to learn technical products and navigate multiple tools and systems (e.g. ticketing platforms)
Ability to manage multiple conversations and priorities while maintaining quality, composure, and professionalism
A collaborative mindset and willingness to share feedback, learn, and continuously improve
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

What we offer:

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!
Help us reimagine primary care and change the face of healthcare in Australia and then around the world

Additional Information:

Job Posted:
February 17, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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