Escalation Manager

Location Melbourne HQ or Sydney Employment Type Full time Department Customer Support Who is Heidi? Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care. We exist to double healthcare’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages. Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare. Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others. We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge? The Role As our Escalation Manager, you’ll ensure that the most complex, urgent, and sensitive customer issues are resolved quickly, accurately, and transparently. You will act as the central point of control for escalations, coordinating cross-functional teams to remove blockers and safeguard an exceptional support experience. You’ll bring structure, clarity, and calm to high-pressure situations triaging issues, driving resolution, and ensuring customers and internal teams have clear, consistent updates. Your work will be critical in maintaining trust, improving operational stability, and preventing repeat issues by identifying the root causes behind escalations. This role sits at the intersection of customer support, product, engineering, and clinical teams making it a uniquely impactful position where your decisions directly influence customer experience, product quality, and organisational learning. What you’ll do Own the escalation lifecycle — triage incoming escalations, assess urgency and impact, and ensure swift and accurate resolution. Coordinate cross-functional response by collaborating with support, product, engineering, clinical, and operational teams. Maintain clear, proactive communication with internal teams and affected customers throughout an escalation. Document escalations thoroughly , including context, actions taken, timelines, root cause, and learnings. Identify patterns or systemic issues and recommend improvements to tools, processes, or product. Set and monitor escalation SLAs , ensuring quality and timeliness are consistently met. Advise and support frontline agents , helping them recognise and properly raise potential escalations. What we will look for 3–5+ years experience in technical support, incident management, escalation handling, or customer operations within a SaaS or high-growth tech environment. Demonstrated ability to manage complex or high-severity customer issues with clarity, calm, and structure. Experience coordinating cross-functional teams and driving issues to resolution under time pressure. Strong analytical skills, with the ability to identify trends, uncover root causes, and recommend practical improvements. Exceptional written and verbal communication, especially in high-stakes situations requiring precision and empathy. Highly organised, detail-oriented, and comfortable owning structured processes such as escalation workflows or SLAs. A bias for action, accountability, and follow-through - especially when navigating ambiguity or competing priorities. What do we believe in? Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership. Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters. Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character. Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on. Get Better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output. Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering. Why you will flourish with us