Customer Support Agent

📋 Description

• Act as the first point of contact for customer queries via chat, email, and phone.
• Understand Heidi's product and how customers use it in real-world clinical contexts.
• Manage support cases from first contact to resolution, with escalation as needed.
• Deliver clear, calm, empathetic communication in time-sensitive clinical settings.
• Diagnose and troubleshoot product usage issues with structured thinking.
• Escalate complex issues with context and documentation for timely resolution.

🎯 Requirements

• 2+ years’ experience in customer support or SaaS/HealthTech
• Strong customer empathy and high-quality human support
• Excellent written and verbal communication
• Detail-oriented problem-solving with high accuracy in healthcare contexts
• Ability to learn technical products and navigate multiple tools (ticketing platforms)
• Flexibility to work weekends/evenings

🎁 Benefits

• PHP 15,000 annual learning & development budget
• PHP 3,000/month health and wellness allowance
• PHP 10,000 home office budget
• 26 weeks primary parental leave and 18 weeks secondary parental leave
• Fertility support up to PHP 150,000
• Four weeks of work from anywhere per year