Heidi Health11 followers66 jobs

Manager, Customer Support | APAC

Mid levelFull-timeHybridSydney NSW, AustraliaCustomer service and supportPeople and cultureOperations consultingPosted 5 hours ago
View your fit0 of 9 criteria met

About the job

The Customer Support Manager position at Heidi Health is an exciting opportunity to lead a dynamic team in a fast-paced healthtech startup. This role is crucial for delivering exceptional customer experiences and resolving complex issues, making a real impact in the healthcare sector. The team thrives on collaboration, innovation, and a shared commitment to improving healthcare for everyone.

You'll be responsible for

🌟

Leading and developing the team

Hiring, coaching, and developing a high-performing customer support team while setting clear expectations for quality and communication.
🚨

Managing escalations

Acting as a senior point of contact for complex customer issues, ensuring they are resolved effectively and efficiently.
📈

Driving operational excellence

Owning the operational health of the support function, tracking key metrics, and identifying opportunities for improvement.

Skills you'll need

👥

Customer support management

Experience in managing customer support teams, ensuring high-quality service delivery and team performance.
🛠️

Technical troubleshooting

Ability to handle complex technical issues and escalations effectively.
🤝

Cross-functional collaboration

Experience working with various teams to resolve customer issues and improve service delivery.
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Meet the team

About the company

View your fit

0 of 5 criteria met
4+ years in customer support management
Experience managing teams in SaaS or HealthTech environments.

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Proven escalation management skills
Demonstrated ability to handle complex customer issues effectively.

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Strong analytical skills
Ability to translate data into actionable insights for improvement.

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Cross-functional collaboration experience
Experience working with Sales, Customer Success, and Engineering teams.

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Customer-first mindset
Focus on trust, clarity, and care in customer interactions.

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