Heidi

As Heidi’s first Accounts Receivable Lead / Manager in the Philippines, you’ll play a critical role in building and scaling our global finance operations. This is a unique opportunity for an experienced professional who enjoys a hands-on role and is excited to take ownership of the end-to-end receivables process.

As the Customer Support Lead, you’ll work on the frontlines with our Customer Support team — resolving queries, coaching team members, and driving operational improvements. You’ll be responsible for ensuring timely, high-quality responses, identifying trends, and escalating systemic issues to improve the product and support function. You’ll lead by example and help shape a high-performing, customer-centric team.

Working closely with our Customer Operations Specialists, you’ll provide critical, timely support for our customers around the world as a Customer Support Agent. You will act as the first point of contact for customer queries via chat, email and phone, resolve support tickets from initiation to resolution, and update support content based on recurring issues and product updates.

Refine and optimize support processes with a strong emphasis on quality, content, and efficiency. Review both agent and AI responses to ensure they’re accurate, relevant, and uphold standards; update and maintain support materials to drive consistency; and identify and fix any process breakdowns. Craft effective prompts for our AI chatbot.