Support Operations Specialist

Who are Heidi?

Heidi is on a mission to halve the time it takes to deliver world-class care.

We believe that by 2050, every clinician will practice with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world.

Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors.

We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we’re now powering more than 1 million consults every week.

With our most recent $16.6MM round of funding from leading VC firms, we’re geared up to supercharge our ambitious global growth, starting with the US, Canada, UK and Europe - and we need great people like you to get there. Ready for the challenge?

The Role

As the Customer Support Operations Associate, you will refine and optimize our support processes with a strong emphasis on quality, content, and efficiency. You will review both agent and AI responses to ensure they’re accurate, relevant, and uphold our standards; update and maintain support materials to drive consistency; and identify — and fix — any process breakdowns. You will also use precise, polished English to craft effective prompts for our AI chatbot. Success in this role demands a meticulous, methodical approach to analysis and execution.

What You will Do

1. Quality Auditing & Content Reviews

• Conduct weekly audits of customer-facing interactions (help-desk tickets, chat transcripts, AI bot conversations) to ensure accuracy, empathy, and compliance with our quality standards.

• Review and enhance support documentation (help articles, FAQs, internal KB) to keep content up-to-date, clear, and user-friendly.

2. Process Optimization

• Map existing support and operational workflows; analyze bottlenecks or redundancies.

• Develop, pilot, and roll out process improvements that increase efficiency, consistency, and customer satisfaction.

• Track the impact of process changes using key performance indicators (e.g., audit pass rates, turnaround times, error rates).
  

3. AI Prompting & Bot Training

• Design, test, and refine prompts for our AI-powered support bots and internal automation tools.

• Evaluate AI responses against defined quality benchmarks; iterate on prompt strategies to improve accuracy, tone, and relevance.

4. Reporting & Stakeholder Communication

• Produce weekly and monthly QA reports summarizing audit findings, content-review metrics, AI performance scores, and process KPIs.

• Highlight recurring issues, emerging trends, and quick-win recommendations.

• Present clear action plans and collaborate with the support manager on prioritization and resource planning.

5. Cross-Functional Collaboration

• Work closely with Support, Product, Engineering, and Content teams to investigate audit findings and implement fixes.

• Contribute to product feedback loops — escalating systemic issues and suggesting feature enhancements.

• Act as the internal champion for quality and continuous improvement initiatives.

What we will look for

• 1–3 years in operations, quality assurance, or process optimization — ideally within SaaS, HealthTech, or a high-volume support environment.

• Comfort mapping workflows, analyzing data trends, and translating insights into actionable improvements.

• Hands-on experience with AI chatbots, prompt engineering, or other automation tools; familiarity with LLMs is a plus.

• Exceptional written communication skills; meticulous attention to accuracy, compliance, and brand voice.

• Bachelor’s degree in Business Operations, Health Sciences, Computer Science, or a related field preferred.

• Proactive, collaborative, and improvement-driven; thrives in a fast-paced environment and leads by example.

What do we believe in?

• We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.

• You will be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

  • We will 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 prioritizes the truth over rank

  • We provide the resources for people to succeed and give them the freedom to do it.

Why you will flourish with us 🚀?

• Work from home, with possibility of hybrid work in the future

• 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 the 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.