Answer questions for Heidi's SMB customer base across countries and timezones, with no coverage gaps.
Handle inbound questions over our shared email inbox, keeping responses fast, accurate and genuinely useful.
Work with our support team and other teams across Heidi to chase down resolutions when a question needs more than one set of hands.
Book and run one-to-one training sessions where you get ahead of problems instead of waiting for them, the kind of proactive touch that makes a customer feel looked after.
Coach clinicians who are not yet getting the full value from Heidi, and answer questions when they hit a wall.
Spot the moment a frustrated user becomes a confident one, and engineer more of those moments.
Provide advice and support to colleagues around the world, sharing what you learn so the whole team gets sharper.
Take on repeatable admin and internal requests from CS and go-to-market teams, freeing senior CSMs to focus on higher-value work.
Stay open-minded as we develop the service motion together, bringing your ideas and testing different approaches with us so we keep what works.
Aim, every day, to delight and surprise customers with service that is proactive, fast and high quality, and help us set a bar that customers do not expect.

A medical or clinical background. You have worked in or close to a clinic or hospital and you understand the day-to-day reality of GPs and hospital doctors, their time constraints, their stressors and their administrative burden.
Speed and composure. You operate fast, juggle multiple conversations and stay calm when several things land at once.
A bias for action. You pick up the phone, you chase the answer and you solve the problem rather than logging it for someone else.
A talent for delight. You find the proactive touch that turns a fine interaction into a memorable one.
Tooling familiarity, ideally. Comfort with software like HubSpot and Intercom is a real advantage, though we will teach the specifics.
An open, collaborative mind. You want to help shape how this team works, not just follow a script.

24/7 mental health, coaching and wellbeing support through Sonder and a £100/month Healthy Heidi’s stipend.
Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject to eligibility.
Fertility support. £7,000 one-off payment, eligibility applies.
Learning & development. £700 per year for courses, books, memberships, conferences and more.
Home office budget of £500 one-off to set up a workspace you actually want to work in.
Recharge days after major milestones and busy periods so you can reset and come back strong.
Work from anywhere for up to 4 weeks per year, wherever the world takes you.
Clinical leave. 10 days per year for eligible clinical roles to maintain accreditation and requirements.
Flexibility that works. A hybrid environment, with 3 days in the office.

Customer Success Associate

Key skills