Team Lead, Support | Philippines

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 a Customer Support Team Lead, you’ll lead a team of Customer Support Agents and ensure our frontline support delivers timely, accurate, and empathetic assistance in a high-trust healthcare environment.

You’ll operate as a player–coach - working alongside the team in live queues, coaching agents through real customer situations, and setting the standard for what great support looks like at Heidi. You’ll be accountable for day-to-day support quality, agent performance, and team engagement, with a strong focus on learning, coaching, and continuous improvement.

This role is focused on people leadership and execution. You’ll partner closely with Support Leadership by surfacing frontline insights and coaching opportunities, while keeping your primary focus on frontline delivery, coaching, and team health.

You’ll lead by example and help shape a happy, healthy and high-performing, customer-centric team.

WHAT YOU’LL DO

- Frontline Leadership & Coaching

- Lead and support Customer Support Agents in day-t...