About the role
At Abridge, a pioneering AI-driven clinician intelligence platform, the Head of Customer Support leads a team of about 25 across Customer and Technical Support functions. This role is integral to shaping how healthcare partners experience the platform from initial deployment through ongoing use. The company focuses on transforming healthcare with AI, supporting millions of patient-clinician interactions across numerous health systems, and is recognized for innovation and excellence in ambient AI technology.
The Head of Customer Support is responsible for strategic leadership, managing support leaders, and overseeing the support function's strategy, budget, and staffing. They ensure consistent, high-quality support across diverse products and care settings, fostering a culture of responsiveness and human connection. A key part of the role is integrating AI to enhance support efficiency while maintaining a personalized, empathetic customer experience. Collaboration with product and engineering teams is essential to develop AI-powered support solutions tailored to healthcare needs.
Candidates should bring over 12 years of experience with significant leadership in scaling support or customer experience organizations, including managing budgets and headcount. Expertise in applying AI or automation to service delivery is crucial, alongside strong communication and cross-functional collaboration skills. The role is hybrid, based in San Francisco with remote options, and offers the opportunity to influence healthcare delivery by setting new standards in implementation and support within a fast-growing startup environment.