Head of Customer Support

Heidi Health; Melbourne; Hybrid; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Additional paid days off

Discounted gym memberships

Generous personal development budget

Job summary

A leading medical AI company is seeking a Head of Customer Support in Melbourne, Australia. This role involves developing strategies to scale support functions and building a high-performing team. Candidates should have a proven track record of success in support roles and experience working cross-functionally. The position offers a flexible hybrid work environment and various perks to promote well-being and personal development.

Qualifications

• Experience leading distributed/global support models with central hubs.
• Operational expertise to implement scalable processes.
• Exceptional leadership and vision-setting.

Responsibilities

• Develop a strategy to refine and scale the Support model.
• Build a user-voice product team to reduce product issues.
• Refine processes and tools for an efficient service.

Skills

Proven track record of scaling support functions

Cross-functional collaboration

Leadership and mentorship

Hands-on experience with support tooling

Passion for customer experiences

Tools

Ticketing systems

CRM software

Analytics tools

Job description

Overview

Head of Customer Support role at Heidi Health. Heidi Health is on a mission to halve the time it takes to deliver world class care and envisions AI systems that reduce administrative burden for clinicians while improving care quality and accessibility.

We’ve built tools that modernise documentation and will equip healthcare organisations with AI assistants to streamline clinical and non-clinical work. Our team combines accomplished leaders and experts, delivering rapid results and aiming for world-class customer outcomes.

We’ve raised a $10M Series A led by Blackbird Ventures and are pursuing an ambitious global go-to-market strategy.

What you’ll do

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

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 central hubs and regional teams.
• Success working cross-functionally with business leaders, engineering, enablement, and CS to reduce issues proactively and execute seamlessly.
• Deep operational expertise to design and implement scalable processes and systems without compromising customer experience.
• Hands-on experience with support tooling (ticketing, CRM, analytics, knowledge management, automation).
• Experience running Product organizations that serve Support is desirable but not required.
• Exceptional leadership: able to set a vision, inspire teams, and coach leaders with high quality and accountability.
• Strategic and executional balance: translate long-term vision into action.
• Passion for delivering extraordinary customer experiences and striving for seven-star outcomes.

What do we believe in?

• We create unconventional solutions to difficult problems and build them fast. Think big goals and ambitious delivery.
• You’ll be surrounded by a world-class team of engineers, medicos and designers to do your best work.
• We 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 truth over rank.
• We provide resources for people to succeed and give them 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 top engineers and creatives, joining a diverse team
• Ownership and potential equity in the company
• Opportunity to create a global impact as a leading healthtech startup

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• General Business and Customer Service
• Industries: Software Development