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.