Job Description
Responsibilities:
- Resolving customer queries and providing support for team members.
- Ensuring timely, high-quality responses and escalating issues.
- Leading a customer-centric team and shaping its performance.
Operational Oversight:
- Tracking key support metrics and reports.
- Identifying recurring issues and product pain points.
- Creating weekly feedback reports with clear action points.
Knowledge & Process Improvement:
- Maintaining and updating support content.
- Reviewing AI bot responses for quality.
- Collaborating with product and engineering teams.
About Heidi
Heidi is on a mission to halve the time it takes to deliver world-class care by creating AI systems for clinicians to improve patient care across the world.