Head of Customer Support

Who is Heidi?

Heidi is on a mission to halve 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 documentation. Tomorrow, we'll equip every healthcare org with AI assistants that undo the tediums of clinical & non clinical work

Our team is a potent mosaic of sage, accomplished leaders & brilliant polymaths hungry to prove it. We achieve in 6 months what it takes our competitors 4 years to do.

We've raised our $10M Series A led by Australia's largest VC firm, Blackbird Ventures and in the midst of our next raise, with an ambitious global go-to-market strategy starting.

The Role

We're looking for an experienced, visionary leader to build and scale our Support function. At Heidi, we don't believe that support is just about solving problems - for us, it's a critical lever for retention and driving growth through word of mouth. This is a chance to design a world class support model that drives loyalty, advocacy, product improvement and business impact. Every interaction is an opportunity to delight our customers, and we'll stop at nothing to achieve that.

In this role, you'll define how support operates globally, scaling our central support hub and building regional teams that deliver consistently exceptional experiences to every customer, everywhere. You'll also work closely with leaders across the business to ensure support is proactive, insight driven and central to our growth strategy.

What you'll do:

• Develop a strategy to refine and scale our Support model engaging existing teams and regions integrating seamlessly with Customer Success.
• Build a user voice product team that envelops support engineering to reduce product issues, automate resolution paths, and proactively prevent recurring problems.
• Refine processes, workflows, and tools that create a highly efficient, scalable service.
• Partner closely with Product, Engineering, and CS to ensure customer insights flow into the roadmap and drive continuous improvement.
• Hire, mentor, and develop a high performing team of support leaders and representatives, fostering a culture obsessed with unreasonable hospitality and 7 star experiences.
• Define, track, and own key support metrics (CSAT, NPS, retention, resolution times, deflection, etc.) to demonstrate impact on both experience and growth.
• Design new and improve current initiatives such as ticket triaging and tiering, knowledge bases, automation, and proactive outreach that maximise customer delight.
• Relentlessly champion the customer voice, ensuring every interaction reinforces loyalty, trust, and advocacy.

What we will look for:

• Proven track record of scaling support functions in large or high growth companies.
• Experience leading distributed/global support models with both centralised hubs and regional teams.
• Demonstrated success working cross functionally with business leaders, engineering, enablement, and CS to drive proactive issue reduction and seamless execution.
• Deep operational expertise: able to design and implement processes and systems that scale globally without compromising on customer experience.
• Hands on experience with support tooling (ticketing, CRM, analytics, knowledge management, automation).
• Experience running Product organisations that serve Support is desirable but not required
• Exceptional leadership skills: able to set a vision, inspire teams, and coach leaders while holding a high bar for quality and accountability.
• Strategic and executional balance: able to set a long term vision and translate it into action.
• Passion for delivering extraordinary customer experiences - never settling for "good enough" but striving for 7 star outcomes.

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 prioritises 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 ?

• The rare chance to join one of the world's leading medical AI companies
• Flexible work with a hybrid environment
• Additional paid day off for your birthday and wellness days
• Discounted corporate gym memberships
• 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
• The rare chance to create a global impact as you immerse yourself in one of Australia's leading healthtech startups