Heidi · 9 hours ago
Manager, Customer Support | AMER
United States
Full-time
Remote
Mid, Senior Level
4+ years expHeidi is a healthtech startup focused on reimagining primary care and expanding healthcare capacity. They are seeking an experienced Customer Support Manager to lead regional L2 Support in AMER, manage a team, and deliver premium support experiences while resolving complex customer issues.
Artificial Intelligence (AI)Business Process Automation (BPA)Health CareSoftware
Responsibilities
Hire, lead, coach, and develop Enterprise Customer Support Specialists and Customer Support Engineers, setting clear expectations for quality, and customer communication
Support senior ICs in handling complex investigations, high-risk clinical scenarios, and technically challenging cases
Provide regular 1:1s, feedback, and development support, helping individuals grow in depth, confidence, and decision-making
Assess agent performance against expectations and competencies, owning performance assessments and development planning
Position and support your team to succeed by a sustained focus on the fundamentals (speed, quality, tone, backlog management, throughput and resolution), remove roadblocks, encourage collaboration
Own recruitment and onboarding of Enterprise Customer Support Specialists and Support Engineers, including conducting interviews, providing structured feedback, and helping new hires to ramp effectively and feel supported
Hire talent with strong technical and documentation skills who raise the bar
Act as a senior escalation point for complex, sensitive, or high-impact customer issues. Guide customers and internal teams through challenging situations with calm, clarity, and sound judgment
Ensure escalations are prioritised appropriately and resolved in a way that protects customer trust and experience
Identify patterns in escalations that indicate systemic risk or opportunity
Own day to day L2 operational health for your region, including capacity, coverage, attainment of Key Business Metrics and workflow efficiency
Track and interpret key business metrics (e.g. CSAT, response times, resolution rates), surfacing weekly insights and action points to Support Leadership
Use data to identify opportunities and drive improvements in response times, customer satisfaction, and support quality
Identify risks early and work with cross-functional partners to mitigate issues before they impact customers
Contribute to the creation and ongoing improvement of support SOPs by providing insights, identifying gaps or edge cases, and partnering with enablement to ensure guidance is clear, practical, and effective
Role model Heidi values, build and maintain team morale, culture and energy. Foster a positive, supportive team environment that promotes engagement, psychological safety, and high standards of care
Recognise strong performance, support your team through challenges, and address signs of burnout or disengagement early
Lead and contribute to team rituals that reinforce connection, learning, and shared purpose
Advocate for customer experience in cross-functional forums, partner with enablement and internal teams to resolve complex issues
Represent Support in discussions around product readiness, incident response, and major customer-impacting issues
Qualification
Required
4+ years experience working as a manager in a customer support/technical support service capacity - SaaS, HealthTech, or high-trust environments highly desired but we're open to speaking to people from all CS backgrounds
Experience hiring, onboarding and managing senior support roles, such as enterprise specialists or support engineers
Proven success handling complex troubleshooting, escalations, and high-impact customer situations
Experience working cross-functionally with Sales, Customer Success, Product and Engineering teams
A customer-first mindset, with a focus on trust, clarity, and care
Strong people-leadership skills, with the ability to coach experienced ICs and build high-performing teams
Sound judgment and calm decision-making in ambiguous, high-pressure situations
Strong analytical skills, with the ability to translate data and patterns into action
Clear, structured communicator who can work effectively with technical and non-technical stakeholders and the ability to motivate and inspire is a must
Comfortable operating at multiple levels - from detailed operational execution to broader planning and coordination
Strong customer-centric approach, high standards, sense of optimism, flexibility, resilience, grit, and creativity
Benefits
Additional paid day off for your birthday and wellness days
A generous personal development budget of $500 per annum
Company
Heidi
Heidi is the AI Care Partner designed to expand clinical capacity by automating administrative work – documentation, form filling, and task management - so clinicians can focus on patients.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$91.55MKey Investors
Point72 VenturesGrow Digital Health Midlands AcceleratorHeadline
2025-10-06Series B· $65M
2025-05-13Non Equity Assistance
2025-03-03Series A· $16.6M
Leadership Team
Thomas Kelly
Co-Founder & CEO
Waleed Mussa
Co-Founder
Recent News
2025-12-26
Startup Daily
2025-12-24
HealthCareIT News
2025-12-10
Company data provided by crunchbase