Act as the first point of contact for customer queries via chat, email, and phone, providing timely, professional, and reassuring support.
Develop a strong understanding of how Heidi works and how customers use it in real-world clinical contexts, enabling accurate and relevant guidance.
Manage customer support cases from first contact through investigation, resolution, or through cross-functional escalation, ensuring issues progress efficiently and effectively.
Deliver clear, calm, and empathetic communication, particularly when customers are frustrated, uncertain, or working in time-sensitive clinical environments.
Diagnose and troubleshoot product or usage issues using structured thinking and sound judgment, balancing speed, accuracy, and care.
Follow established support processes and SOPs, applying judgment in edge cases to ensure safe, consistent, and high-quality customer outcomes.
Efficiently escalate complex or technical issues with clear context, documentation, and reproduction steps, transferring ownership to enable timely resolution.
Contribute to continuous improvement by reviewing resolved cases, identifying recurring questions, sharing insights with internal teams.
Communication SkillsProblem SolvingCustomer service+2 more
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About Heidi
Heidi is transforming healthcare by building an AI Care Partner that supports clinicians from documentation to patient care. You'll join a mission-driven company that has already returned over 18 million hours to frontline clinicians in just 18 months. Their platform automates administrative tasks like clinical notes, referrals, and follow-up communications, freeing doctors to focus on patients. Currently, Heidi powers more than two million patient visits each week across 116 countries and over 110 languages, demonstrating significant global impact. They integrate with major electronic medical record systems, ensuring seamless data flow in diverse healthcare environments. Heidi's commitment to improving clinical workflows and patient care has attracted nearly $100 million in total funding.
How We Work
Heidi fosters a collaborative environment where ideas are valued based on merit, not title. They prioritize continuous learning and personal growth, offering avenues for both promotions and horizontal career moves. The team operates with a hybrid culture, allowing you to work flexibly while also providing opportunities for in-office collaboration. You can even work from anywhere for up to a month, supporting a global and flexible mindset. Heidi embraces a philosophy of moving fast, shipping small, and inventing without fear, balancing speed with reliability. You'll find a diverse mix of clinicians, engineers, designers, and scientists, all united by a shared mission to improve healthcare.
Engineering at Heidi
Heidi’s engineering team tackles unique challenges in generative AI for healthcare, such as validating non-deterministic outputs and navigating complex compliance frameworks. They have developed a scalable AI evaluation process, involving clinicians in the loop to ensure medical safety and refine model prompts. Over 80% of Heidi's workloads run on their own models, with a blind A/B testing system used to objectively measure AI performance in real-world clinical settings. The company is also innovating with hardware, including a wearable AI microphone designed to capture audio offline and eliminate the need for computers in consultation rooms. This focus on innovation allows engineers to build impactful tools that directly improve patient care globally.
Why Join Us
Make an unmatched impact by redefining healthcare with AI, returning millions of hours to clinicians.
Grow your career rapidly within an early-stage scale-up, gaining exposure to diverse areas and uncapped growth potential.
Collaborate with world-class clinicians, engineers, and operators who are passionate about transforming global healthcare.
Receive equity from day one, ensuring you share directly in the company's success.
Work in a flexible hybrid environment that supports your well-being and personal development.
Benefits & Perks
Flexible hybrid culture with opportunities to work from anywhere for up to 1 month.
Healthcare, Dental, and Vision benefit options.
401k with a 3% match.
Personal development budget of $500 per annum.
Additional paid day off for your birthday and wellness days.