Customer Operations Specialist

3 months ago

Cremorne, Australia Heidi Health Full time

Heidi is on a mission to half the time it takes to deliver world class care. We believe that in 2050 every clinician will practice with AI systems that free them from administrative burden and increase the quality and accessibility of care to patients across the world. Today, we have a suite of tools that modernise the way patients receive and clinicians provide care. Heidi Scribe transcribes consultations to generate clinical notes, documents and next-step actions. These tools are being stitched into a platform that will define a new mode of providing healthcare.

We’ve recently raised our $10M Series A led by Australia's largest VC firm, Blackbird Ventures and we have an ambitious global go-to-market strategy starting with the US and UK. Therefore we’re hiring a Customer Operations Specialist to support our international expansion and customer success efforts of our clinical AI products.

**What you’ll do**:

- Improve our Intercom customer support system by analysing, iterating, and improving the performance of our customer support bot (Fin AI)
- Expand our customer help centre, ensuring that resources are comprehensive and updated, allowing our users to seamlessly navigate the material and find the answers they need.
- Develop our automated customer support workflows, to effectively gather the context of the query and triage effectively
- Build & continuously analyse customer support reports, and execute systematic improvements to enhance the efficiency of the customer success function
- Develop a deep understanding of our product, and ensure the system operates to the highest level of efficiency, delighting our users with quick & exceptional quality customer support
- Respond to customer queries, and coordinate with internal teams to efficiently triage and resolve any product or workflow issues reported by customers, ensuring a seamless user experience.

**What we will look for**:

- Minimum 3 years of proven experience in customer success or operations
- Strong proficiency with Intercom, in particular, using Intercom’s Fin AI function
- Past experience in developing customer support systems, including building and scaling workflows, support bots, and help centres
- Strong communication and interpersonal skills, with the ability to effectively engage with customers and internal stakeholders at all levels.
- Proactive problem-solving skills with a customer-centric mindset, dedicated to delivering exceptional service and value to customers.
- Ability to work autonomously with high levels of accountability to meet customer needs and team targets
- Someone who is compassionate, has a great sense of humour, a zest for life, and is keen to accelerate their career and have fun

**What do we believe in?**
- We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.
- You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

- We will stop at nothing to improve patient care across the world.
- We design user experiences for joy and ship them fast.
- We make decisions in a flat hierarchy that prioritizes the truth over rank.
- We provide the resources for people to succeed and give them the freedom to do it.

**Why you will flourish with us ?**
- Flexible work with a 50% hybrid environment
- Additional paid day off for your birthday and wellness days
- Full gym access in our Melbourne location and Sydney TBC..
- A generous personal development budget of $500 per annum
- Learn from some of the best engineers and creatives, joining a diverse team
- Become an owner, with shares (equity) in the company, if Heidi wins, we all win

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