Job Description

Overview

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Head of Customer Support role at Heidi Health. Heidi Health is on a mission to halve the time it takes to deliver world class care and envisions AI systems that reduce administrative burden for clinicians while improving care quality and accessibility.

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We've built tools that modernise documentation and will equip healthcare organisations with AI assistants to streamline clinical and non-clinical work. Our team combines accomplished leaders and experts, delivering rapid results and aiming for world-class customer outcomes.

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We've raised a $10M Series A led by Blackbird Ventures and are pursuing an ambitious global go-to-market strategy.

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What you'll do

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- Develop a strategy to refine and scale our Support model, engaging existing teams and regions and integrating with Customer Success.
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- Build a user-voice product team that includes support engineering to reduce product issues, automate resolution paths, and proactively prevent recurring problems.
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- Refine processes, workflows, and tools to create a highly efficient, scalable service.
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- Partner with Product, Engineering, and CS to ensure customer insights flow into the road map and drive continuous improvement.
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- Hire, mentor, and develop a high-performing team of support leaders and representatives, fostering a culture of hospitality and seven-star experiences.
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- Define, track, and own key support metrics (CSAT, NPS, retention, resolution times, deflection, etc.) to demonstrate impact on experience and growth.
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- Design and improve initiatives such as ticket triaging, knowledge bases, automation, and proactive outreach to maximise customer delight.
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- Champions the customer voice to reinforce loyalty, trust, and advocacy in every interaction.
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What we will look for

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- Proven track record of scaling support functions in large or high-growth companies.
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- Experience leading distributed/global support models with central hubs and regional teams.
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- Success working cross-functionally with business leaders, engineering, enablement, and CS to reduce issues proactively and execute seamlessly.
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- Deep operational expertise to design and implement scalable processes and systems without compromising customer experience.
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- Hands-on experience with support tooling (ticketing, CRM, analytics, knowledge management, automation).
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- Experience running Product organizations that serve Support is desirable but not required.
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- Exceptional leadership: able to set a vision, inspire teams, and coach leaders with high quality and accountability.
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- Strategic and executional balance: translate long-term vision into action.
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- Passion for delivering extraordinary customer experiences and striving for seven-star outcomes.
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What do we believe in?

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- We create unconventional solutions to difficult problems and build them fast. Think big goals and ambitious delivery.
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- You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work.
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- We stop at nothing to improve patient care across the world.
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- We design user experiences for joy and ship them fast.
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- We make decisions in a flat hierarchy that prioritises truth over rank.
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- We provide resources for people to succeed and give them freedom to do it.
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Why you will flourish with us

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- The rare chance to join one of the world's leading medical AI companies
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- Versatile work with a hybrid environment
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- Additional paid day off for your birthday and wellness days
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- Discounted corporate gym memberships
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- A generous personal development budget of $500 per annum
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- Learn from top engineers and creatives, joining a diverse team
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- Ownership and potential equity in the company
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- Opportunity to create a global impact as a leading healthtech startup
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Seniority level

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- Mid-Senior level
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Employment type

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- Full-time
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Job function

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- General Business and Customer Service
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- Industries: Software Development
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📌 Head of Customer Support (Victoria)
🏢 Heidi Health
📍 Victoria