Customer Support Agent (EMEA)
H
HeidiHealthTech
Location: Makati City Workplace: RemoteFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 2+ years’ experience
- Required Skills
- Communication SkillsProblem SolvingCustomer serviceCustomer supportSaaS
Requirements
- 2+ years’ experience in customer support or customer service roles, ideally within SaaS, HealthTech, or other high-trust environments.
- Strong customer empathy and pride in delivering thoughtful, high-quality human support.
- Excellent written and verbal communication skills, with the ability to explain complex or technical topics clearly and empathetically.
- A structured, detail-oriented approach to problem-solving, with sound judgment and high attention to accuracy – particularly in healthcare or regulated contexts.
- Comfort working within defined processes and SOPs while applying judgment in edge cases.
- Ability to learn technical products and navigate multiple tools and systems (e.g. ticketing platforms).
- Ability to manage multiple conversations and priorities while maintaining quality, composure, and professionalism.
- A collaborative mindset and willingness to share feedback, learn, and continuously improve.
- Flexibility - this role is expected to have flexibility of weekend/evenings work as we may be required to adjust the roster to suit current challenges.
Responsibilities
- 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.
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