Customer Success Associate

📋 Description

• Answer questions for Heidi's SMB customer base across countries and timezones, with no coverage
• Handle inbound questions over our shared email inbox, keeping responses fast, accurate and
• Work with our support team and other teams across Heidi to chase down resolutions when a question
• Book and run one-to-one training sessions where you get ahead of problems instead of waiting for
• Coach clinicians who are not yet getting the full value from Heidi, and answer questions when they
• Spot the moment a frustrated user becomes a confident one, and engineer more of those moments.

🎯 Requirements

• A medical or clinical background. You have worked in or close to a clinic or hospital and you
• Speed and composure. You operate fast, juggle multiple conversations and stay calm when several
• A bias for action. You pick up the phone, you chase the answer and you solve the problem rather
• A talent for delight. You find the proactive touch that turns a fine interaction into a memorable
• Tooling familiarity, ideally. Comfort with software like HubSpot and Intercom is a real advantage
• An open, collaborative mind. You want to help shape how this team works, not just follow a script.

🎁 Benefits

• Real product momentum. We're not trying to generate interest, we're channeling it.
• Unmatched impact. Play a pivotal role at a critical growth moment - working on a product that
• Work alongside world-class talent. Join a team of operators and builders who've scaled unicorns.
• Your health, covered. 24/7 mental health, coaching and wellbeing support through Sonder and a
• Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject
• Fertility support. £7,000 one-off payment, eligibility applies.