As
Head of Customer Support, you will lead
our Customer and Technical Support teams, an organization of ~25. You will work alongside the
Partner Success,
Clinical Strategy & Success, and
Implementation leaders, together owning how partners experience Abridge from go-live through everyday use.
You will oversee two critical and complementary priorities:
- Organizational Leadership & Function Ownership - leading the leaders of Support, and owning strategy, headcount, and budget
- AI-Enabled, Human Human Centered - using AI to make support meaningfully more efficient and more human at the same time
This is a highly visible leadership role responsible for a function directly tied to partner trust, satisfaction, and long-term retention.
What You'll DoOrganizational Leadership & Strategic OwnershipLead the leaders, and own the strategy behind their functions:
- Lead the Customer Support and Technical Support leaders, who together lead the customer support, technical support, and knowledgebase teams
- Own the strategic direction, headcount, and budget for the support function, making resourcing and prioritization decisions as Abridge's products, care settings, and partner base expand
- Define and drive best practices, standards, and KPIs, ensuring consistent excellence regardless of product, care setting, or EHR
- Build succession and bench strength, developing the next generation of leaders under you
- Lead key customer relationships in these service phases and be a primary resolution point for customer escalations related to support and cross-functional impacts
Support LeadershipSet the bar for how Abridge is supported at scale, in partnership with the Support leaders:
- Guide strategy and standards across support, technical support, and knowledgebase for a 25+ person organization
- Ensure support scales efficiently and consistently as partner volume, products, and complexity grow
- AI enable support while maintaining an exceptional human centered experience
- Deliver support in a manner that stands out as a differentiator compared to other vendors
- Champion a culture of responsiveness, quality and human connection that is represented consistently in support interactions
AI-Enabled, Human SupportReimagine what modern support can look like:
- Drive the use of AI capabilities to make support meaningfully more efficient, from ticket triage and resolution to knowledgebase generation and maintenance
- Ensure that efficiency gains from AI translate into a support experience that feels more human, not less-freeing the team to spend more time on judgment, empathy, and complex problem-solving
- Partner with Product and Engineering to build and pilot AI-powered support capabilities specific to healthcare and Abridge's partner base
Cross-Functional & Peer LeadershipOperate as one of the senior leaders shaping the partner experience:
- Work alongside the Partner Success, Clinical Strategy & Success, and Implementation leaders to align into one coherent partner experience
- Represent Support priorities in company-wide strategic planning and resourcing decisions
What You'll Bring- 12+ years of professional experience, with significant leadership experience managing leaders and scaling support, or customer experience organizations
- A proven track record of owning strategy, headcount, and budget for functional areas
- Experience applying AI or automation to support or service delivery at scale, with a clear point of view on balancing efficiency and human quality
- Strong executive presence and the ability to operate as a true peer to other functional VPs
- Exceptional communication, cross-functional collaboration, and systems-thinking abilities
- Passion for transforming healthcare and building an implementation and support experience that sets a new industry standard
How we take care of Abridgers:- Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
- Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
- Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
- Paid Parental Leave: Generous paid parental leave for all full-time employees.
- Family Forming Benefits: Resources and financial support to help you build your family.
- 401(k) Matching: Contribution matching to help invest in your future.
- Personal Device Allowance: Tax free funds for personal device usage.
- Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
- Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
- Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
- Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
- Compensation and Equity: Competitive compensation and equity grants for full time employees.
- ... and much more!
