Heidi

Role Description Canada is one of our most important markets right now. The healthcare system is genuinely struggling: clinician burnout, growing access gaps, documentation piling up. This is the moment Heidi was built for. You’ll run a team of 8–12 Account Executives and Sales Associates spread across the country. The job is the full picture: pipeline, deals, team development, forecasting. Day-to-day you’ll work closely with our Directors of Marketing and Government Affairs for Canada, and with Customer Success, to make sure what clinicians are promised is actually what they get. This role reports directly to the General Manager, Canada. What You'll Do - Manage and develop a team of 8–12 AEs and Sales Associates across Canada, clear on expectations, consistent in your 1:1s, and serious about building a team people actually want to stay on. - Own the Canadian sales number: forecast accurately, identify risks early and close the gap when it matters. - Build and execute a national go-to-market strategy that actually fits Canada, accounting for provincial funding quirks, regional variation, and procurement timelines that don’t move on anyone’s preferred schedule. - Partner with Marketing to align on pipeline targets, campaigns and messaging that land with Canadian clinicians and health system buyers. - Work with Government Affairs on provincial digital health initiatives, public tenders and health authority relationships. There’s real opportunity here if you know how to navigate it. - Collaborate with Customer Success to ensure smooth handoffs, healthy retention and expansion within existing accounts. - Own the sales playbook for Canada: how we qualify, how we stage deals, how we price, how we handle the objections that come up again and again in this market. - Sit at the leadership table alongside the General Manager, Canada. This is a seat with real input into market strategy, not just a reporting line. - Spend real time building relationships with enterprise and health system buyers across provinces, the kind of relationships that take more than a few calls to develop. Qualifications - A track record in sales leadership. You’ve run quota-carrying teams, had to develop people who weren’t quite there yet, and hit numbers that didn’t happen by accident. - Genuine knowledge of the Canadian healthcare landscape. You’ve sold into health systems, provincial bodies or clinical practices and you know how purchasing decisions actually happen, not just in theory. - Background in health tech, digital health or complex SaaS. You’re used to long cycles, multiple stakeholders pulling in different directions and procurement processes that will test anyone’s patience. - A collaborative streak. Marketing, CS and Government Affairs need a real partner in sales, not someone who treats them as support functions. The best outcomes here come from working together. - Directness, with your team, across the org and upward. Problems that get flagged early are problems that get fixed. We don’t want to find out about issues at the end of a quarter. - Comfort with ambiguity. Heidi is moving fast and some of the structure you’d expect in a larger org simply isn’t there yet. Parts of the playbook exist; you’ll build the rest. - Bilingual (English/French) is a strong asset, particularly given our growth in Quebec. What Success Looks Like - In your first 90 days, you should know your team well enough to say where the gaps are, have a real handle on the pipeline, and have a point of view on where the biggest Canadian market opportunities are going to come from. - At six months, the team has a consistent way of working, the cross-functional relationships are genuinely functional and you’re hitting your targets without anyone having to chase you on forecasting. - At year one, you’ve built something the team is proud of, we’ve meaningfully grown our presence with major health systems and clinics across the country, and you’re already thinking about what doubling the team looks like. Benefits - The product resonates with clinicians in a way that most health tech doesn’t. That makes a real difference in how sales conversations go. - You’re not walking into a fully defined role. There’s real scope to shape how the Canadian function works: the team, the approach, the relationships. - The General Manager and cross-functional leads here take sales seriously. You won’t be fighting for resources or credibility. - Competitive base, performance incentive and equity. We’ll share the specifics as we get to know you. - Fully remote across Canada. We measure output, not hours logged or office attendance.

Role Description We're looking for a product designer who designs, prototypes, and ships. Someone who knows the difference between software that works and software that makes someone smile. - Produce pixel-precise, interaction-complete work you'd put in your portfolio, not work that just clears the bar. - Use AI tools as part of your process: generating variants, accelerating exploration, moving from rough concept to refined solution faster than traditional workflows allow. - Work directly with engineers during implementation, reviewing builds and flagging where quality has slipped from the spec. - Sweat the details that separate good software from trusted software: type choices, spacing, motion, micro-interactions. - Work within and contribute to the design system: apply existing patterns with rigour, flag where patterns are missing or broken. - Share work early, give honest critique, and receive feedback with the same seriousness you'd give it. Qualifications - A portfolio that shows craft at the component and screen level. We want to feel something when we look at it, not just follow the UX flow. - You use AI tools (Figma AI, Claude Code, or similar) as part of your workflow: regularly and with intent, not occasionally. - Strong foundational skills: typography, layout, colour, component architecture. The kind of thing you can see immediately in someone's work. - You can defend a design decision without referencing user testing; you have opinions about easing curves, optical versus mathematical alignment, and why a component should be structured the way it is. - When you see a broken pattern in production, your instinct is to fix it, not file a ticket. Requirements - Are you geeky about software? Have you picked up a new tool in the last two weeks and gotten excited about it? - Does inconsistent spacing in a shipped product genuinely bother you? - Can you defend a design decision without referencing user testing? - Are you able to ship without a design system team, governance structure, and research coordinators at your beck and call? - Does the prospect of turning clinical chaos into something quiet, precise, and beautiful make you feel fuzzy inside? Benefits - Healthcare, dental and vision benefits. - 401k with 3% company match. - $700 annual learning and development budget. - $100/month health and wellness allowance. - $500 home office budget. - 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave. - Fertility support up to $7,000. - Four weeks of work from anywhere per year. - Serious equity.

Role Description 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-to-day operations, providing real-time guidance during live customer interactions and stepping into the queue or handling complex or sensitive escalations as needed. - Conduct regular 1:1s and contribute to team meetings to coach agents on communication, judgment, and case handling, supporting ongoing learning and development. - Review customer interactions - including DSAT tickets, reopens, and complex cases to identify coaching opportunities and reinforce best practices. - Assess agent performance against expectations and competencies, contributing input to performance reviews and development planning. - New Hire Recruitment & Onboarding: - Participate in the recruitment and onboarding of new support agents, including conducting interviews, providing structured feedback, and supporting new hires to ramp effectively and feel supported. - Operational Oversight: - Monitor live ticket queues, volumes, and coverage to ensure timely responses and smooth flow of work across shifts. - Track and interpret key business metrics (e.g. CSAT, response times, resolution rates), surfacing weekly insights and action points to Support Leadership. - Ensure consistent application of existing processes and SOPs, supporting agents in prioritising, escalating, and applying sound judgment in edge cases. - Contribute to the creation and ongoing improvement of support SOPs by providing frontline insights, identifying gaps or edge cases, and partnering with enablement to ensure guidance is clear, practical, and effective. - Team Engagement & Culture: - Foster a positive, supportive team environment that promotes engagement, psychological safety, and high standards of care. - Recognise strong performance, support agents through challenges, and address signs of burnout or disengagement early. - Lead and contribute to team rituals that reinforce connection, learning, and shared purpose. - Collaboration & Feedback: - Surface recurring issues, risks, and operational challenges to Support Leadership with clear examples and context. - Partner with peers to ensure a consistent, high-quality customer experience across shifts and regions. Qualifications - 2+ years proven experience in customer support, with experience coaching or leading frontline teams and with exposure to SaaS or HealthTech preferred. - Strong customer empathy and a clear understanding of what high-quality support looks like in practice. - Excellent written and verbal communication skills, with the ability to coach others on tone, clarity, and empathy. - Ability to give clear, constructive feedback and use real examples to drive learning. - Sound judgment and problem-solving skills, with high attention to accuracy. - Ability to analyse support trends and translate them into process improvements and recommendations. - Comfort managing live operations, making real-time decisions, and supporting teams under pressure. - Strong ownership mindset, with pride in developing people and upholding quality standards. - Flexibility - this role is expected to have flexibility of weekend/evenings work as we may be required to adjust the roster to suit current challenges. Benefits - 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.

Who We Are Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals — supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health. The Role At Heidi, the Solutions Engineer plays a critical role in unlocking and accelerating new deals and expanding Heidi's footprint with existing customers by serving as the primary technical point of contact throughout the sales cycle and expansion opportunities. You’ll work closely with Account Executives, Product, and Engineering to navigate high-stakes enterprise requirements, including EMR integrations, custom clinical and data workflows, call system integrations, and security architecture. You’ll bring technical credibility, customer empathy, and a strong sense of ownership to every opportunity. What you’ll do - Technical Discovery & Qualification: Lead deep technical and clinical workflow discovery with prospects across Enterprise and Mid-Market segments to uncover integration requirements, EHR dependencies, security needs, and compliance considerations. - Solution Design: Collaborate with Product and Engineering to design tailored solutions that align Heidi's AI platform capabilities to real-world healthcare workflows and customer requirements, while staying grounded in roadmap feasibility. - Product Demos & Technical Presentations: Deliver compelling demos and architecture walkthroughs to technical stakeholders including IT, InfoSec, and engineering teams. - RFP & Security Review Support: Own technical responses for RFPs, security assessments, and due diligence requests with precision and attention to detail. - Deal Acceleration & Objection Handling: Proactively surface and resolve technical concerns that slow down the sales process — acting as a trusted technical advisor to the customer on security, compliance, AI governance, and EHR integration questions. - Post-Sales Handoff & Feedback Loop: Partner with implementation teams to ensure a smooth transition post-signature by developing structured PRDs and handoff documents and provide feedback to product and engineering from the field. What we’re looking for - 3–6 years of experience in customer facing technical role: Solutions Engineering, Sales Engineering, Consulting preferably in SaaS, healthcare, or enterprise software - Experience leading and owning technical and workflow discovery sessions - Comfortable with ~ 25 - 50% travel for onsite customer engagements - Working knowledge of EHR/EMR systems and healthcare integration standards: HL7, FHIR, REST APIs - Ability to synthesize complexity and communicate clearly to both technical and non-technical audiences. - Experience supporting sales cycles with healthcare providers, health systems, or EMR vendors - Comfortable operating autonomously in a fast-paced, early-stage environment where process is still being built - A trusted partner to Sales and a credible voice in the room with technical leaders on the customer side - Bonus: Background in healthtech, startups, or regulated environments; hands-on familiarity with clinical workflow design or field deployment in healthcare settings The way we work 1. Build to Last We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day. 2. Own Your Practice Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together. 3. Move Fast, Stay Steady We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make. 4. Make Others Better Honest feedback, steady support, and shared growth keep our teams improving together. Why you will flourish with us 🚀? - In office to collaborate with like-minded professionals - Healthcare, Dental, Vision benefit options - 401k with 3% match - Personal development budget of $500 per annum - Become an owner, with shares (equity) in the company, if Heidi wins, we all win - The rare chance to create a global impact as you immerse yourself in one of the leading healthtech startups - The opportunity to fast track your startup career! Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and welcome all applicants as we're committed to promoting a culture of opportunity for all.

Who We Are Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals — supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health. The Role We’re looking for a detail-oriented and systems-driven Accounts Receivable Analyst (Stripe Billing) to oversee and manage all Stripe-billed customers across multiple regions. In this role, you will own Stripe billing operations end-to-end - from subscription management to payment troubleshooting - ensuring seamless billing experiences and strong revenue controls. You will work cross-functionally with Sales, Customer Success, Operations, and Finance to ensure all closed deals billed via Stripe are set up accurately and maintained properly. This is a remote role operating during Australian business hours (AEST/AEDT). You will be expected to maintain core availability during AU hours to collaborate effectively with our regional teams and support our APAC and global customer base. This role reports to Heidi’s Accounts Receivable Lead. What you’ll do - Own and oversee all closed-won deals billed through Stripe, ensuring accurate customer setup, pricing alignment, subscription configuration, and contract compliance. - Serve as the internal subject matter expert on Stripe Billing and Payments, with hands-on ownership of the Stripe dashboard and core billing workflows. - Manage and troubleshoot customer billing issues related to invoices, subscriptions, payment methods, failed payments, refunds, disputes, chargebacks, and tax settings. - Administer and optimize recurring billing workflows in Stripe, including subscription setup, amendments, renewals, proration, credits, and invoicing logic. - Monitor dunning and collections workflows in Stripe, proactively managing delinquent accounts to reduce churn and revenue leakage. - Investigate payment gateway issues and partner cross-functionally to resolve billing and payment discrepancies quickly and accurately. - Reconcile Stripe payments, payouts, fees, and related activity against internal systems to ensure completeness and accuracy. - Partner closely with Sales, RevOps, Finance, and Customer Success & Support teams to maintain billing data integrity from deal close through cash collection. - Support month-end close by preparing Stripe-related reconciliations, reporting, and journal entries. - Identify opportunities to automate, streamline, and improve Stripe billing operations as the company scales. What we’re looking for - Bachelor’s degree in Accounting, Finance, or a related field. - 1–3 years of experience in Stripe, Accounts Receivable, billing operations, or payment operations in a SaaS or subscription-based business. - Strong hands-on experience using the Stripe dashboard, with working knowledge of Stripe Billing, Payments, subscriptions, invoicing, and dunning workflows. - Solid understanding of subscription models, recurring billing, and payment gateway workflows. - Strong reconciliation skills with high attention to detail. - Excellent problem-solving ability, especially in troubleshooting payment and billing discrepancies. - Clear and professional communication skills, with experience supporting global customers. - Ability to work independently in a fast-paced, high-growth environment. Nice to Have: - Exposure to billing APIs, webhooks, or platform automation tools. - Experience working with multiple currencies and international tax configurations. - Familiarity with ERP systems and revenue recognition processes. - Experience supporting global or multi-region customer portfolios across APAC, EMEA, US and Canada. - CPA qualification (preferred but not required). The way we work 1. Build to Last We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day. 2. Own Your Practice Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together. 3. Move Fast, Stay Steady We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make. 4. Make Others Better Honest feedback, steady support, and shared growth keep our teams improving together. Why you will flourish with us - Flexible hybrid working environment - Learn from some of the best engineers and creatives, joining a diverse team - Become an owner, with shares (equity) in the company, if Heidi wins, we all win - The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups - If you have an impact quickly, the opportunity to fast track your startup career! Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and welcome all applicants as we're committed to promoting a culture of opportunity for all.