Customer Support Agent, EMEA

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the initial point of contact for customer inquiries through chat, email, and phone, delivering prompt, professional, and reassuring assistance.

• Cultivate a deep understanding of how Heidi operates and the manner in which customers utilize it in real-world clinical settings, allowing for precise and relevant guidance.

• Oversee customer support cases from the initial contact through investigation, resolution, or cross-functional escalation, ensuring issues are addressed efficiently and effectively.

• Provide clear, calm, and empathetic communication, especially when customers are feeling frustrated, uncertain, or are working in urgent clinical situations.

• Identify and resolve product or usage issues utilizing structured thinking and sound judgment, balancing speed, accuracy, and care.

• Adhere to established support processes and SOPs, applying discretion in edge cases to ensure safe, consistent, and high-quality outcomes for customers.

• Effectively escalate complex or technical issues by providing clear context, documentation, and reproduction steps, transferring ownership to facilitate timely resolution.

• Engage in continuous improvement by reviewing resolved cases, pinpointing recurring questions, and sharing insights with internal teams.

⛳️ Requirements

• Minimum of 2 years’ experience in customer support or customer service roles, preferably in SaaS, HealthTech, or other high-trust environments.

• Strong empathy for customers and a commitment to providing thoughtful, high-quality human support.

• Exceptional written and verbal communication skills, with the capability to clearly and empathetically explain complex or technical subjects.

• A structured, detail-oriented methodology to problem-solving, with sound judgment and a keen attention to accuracy—especially in healthcare or regulated settings.

• Comfort in operating within established processes and SOPs while exercising judgment in edge cases.

• Capacity to learn technical products and manage multiple tools and systems (e.g., ticketing platforms).

• Ability to juggle multiple conversations and priorities while maintaining quality, composure, and professionalism.

• A collaborative attitude with a willingness to provide feedback, learn, and continuously enhance performance.

• Flexibility is required, as this role may involve weekend or evening work to adapt to current challenges.

🏝️ Benefits

• Work remotely, with the potential for hybrid working arrangements in the future.

• Learn from some of the most talented engineers and creatives, becoming part of a diverse team.

• A unique opportunity to make a global impact as you engage with one of the leading healthtech startups.

• If you make a significant impact quickly, there is potential to fast-track your career in the startup environment!