Manager, Customer Support | AMER

Heidi Health

2d

About The Position

We're looking for an experienced Customer Support Manager to scale our global support function. This role will lead regional L2 Support in AMER, manage technical and non-technical roles, play a key role in delivering premium support experiences, and resolving complex, high-impact customer issues.
Reporting to the Head of Support, you’ll act as a regional owner, balancing people leadership, operational excellence, and cross-functional collaboration.
This is a chance to help shape a world-class customer support function that drives loyalty, advocacy, and business impact.
You’ll lead by example and help shape a happy, healthy and high-performing, customer-centric team in a high-trust healthcare environment.

Requirements

• 4+ years experience working as a manager in a customer support/technical support service capacity - SaaS, HealthTech, or high-trust environments highly desired but we’re open to speaking to people from all CS backgrounds.
• Experience hiring, onboarding and managing senior support roles, such as enterprise specialists or support engineers.
• Proven success handling complex troubleshooting, escalations, and high-impact customer situations.
• Experience working cross-functionally with Sales, Customer Success, Product and Engineering teams.
• A customer-first mindset, with a focus on trust, clarity, and care.
• Strong people-leadership skills, with the ability to coach experienced ICs and build high-performing teams.
• Sound judgment and calm decision-making in ambiguous, high-pressure situations.
• Strong analytical skills, with the ability to translate data and patterns into action.
• Clear, structured communicator who can work effectively with technical and non-technical stakeholders and the ability to motivate and inspire is a must.
• Comfortable operating at multiple levels - from detailed operational execution to broader planning and coordination.
• Strong customer-centric approach, high standards, sense of optimism, flexibility, resilience, grit, and creativity

Responsibilities

• Hire, lead, coach, and develop Enterprise Customer Support Specialists and Customer Support Engineers, setting clear expectations for quality, and customer communication.
• Support senior ICs in handling complex investigations, high-risk clinical scenarios, and technically challenging cases.
• Provide regular 1:1s, feedback, and development support, helping individuals grow in depth, confidence, and decision-making.
• Assess agent performance against expectations and competencies, owning performance assessments and development planning
• Position and support your team to succeed by a sustained focus on the fundamentals (speed, quality, tone, backlog management, throughput and resolution), remove roadblocks, encourage collaboration.
• Own recruitment and onboarding of Enterprise Customer Support Specialists and Support Engineers, including conducting interviews, providing structured feedback, and helping new hires to ramp effectively and feel supported.
• Hire talent with strong technical and documentation skills who raise the bar.
• Act as a senior escalation point for complex, sensitive, or high-impact customer issues. Guide customers and internal teams through challenging situations with calm, clarity, and sound judgment.
• Ensure escalations are prioritised appropriately and resolved in a way that protects customer trust and experience.
• Identify patterns in escalations that indicate systemic risk or opportunity.
• Own day to day L2 operational health for your region, including capacity, coverage, attainment of Key Business Metrics and workflow efficiency.
• Track and interpret key business metrics (e.g. CSAT, response times, resolution rates), surfacing weekly insights and action points to Support Leadership.
• Use data to identify opportunities and drive improvements in response times, customer satisfaction, and support quality.
• Identify risks early and work with cross-functional partners to mitigate issues before they impact customers.
• Contribute to the creation and ongoing improvement of support SOPs by providing insights, identifying gaps or edge cases, and partnering with enablement to ensure guidance is clear, practical, and effective.
• Role model Heidi values, build and maintain team morale, culture and energy. Foster a positive, supportive team environment that promotes engagement, psychological safety, and high standards of care.
• Recognise strong performance, support your team through challenges, and address signs of burnout or disengagement early.
• Lead and contribute to team rituals that reinforce connection, learning, and shared purpose.
• Advocate for customer experience in cross-functional forums, partner with enablement and internal teams to resolve complex issues.
• Represent Support in discussions around product readiness, incident response, and major customer-impacting issues.

Benefits

• Additional paid day off for your birthday and wellness days
• A generous personal development budget of $500 per annum
• Learn from some of the best engineers and creatives, joining a diverse team
• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
• If you have an impact quickly, the opportunity to fast track your startup career!
• Help us reimagine primary care and change the face of healthcare in Australia and then around the world.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees