Head of Customer Support

Join Abridge, a healthcare technology startup, as the Head of Customer Support. In this highly visible leadership role, you will lead our Customer and Technical Support teams, oversee strategy, headcount, and budget, and drive the use of AI to enhance support efficiency while maintaining a human-centered experience. You will work closely with other leaders to shape the partner experience and represent support priorities in company-wide strategic planning. Enjoy a remote work environment, unlimited PTO, flexible working hours, and equity for all new employees.

Lead and manage the Customer and Technical Support teams, overseeing strategy, headcount, and budget for the support function.

USD 167,450 - 241,080

About Abridge

Passion for transforming healthcare and building an implementation and support experience that sets a new industry standard

Responsibilities

• Drive the use of AI capabilities to enhance support efficiency while maintaining a human-centered experience.
• Collaborate with cross-functional leaders to ensure a cohesive partner experience from go-live through everyday use.
• A proven track record of owning strategy, headcount, and budget for functional areas

Requirements

• 12+ years of professional experience, with significant leadership experience managing leaders and scaling support, or customer experience organizations
• Experience applying AI or automation to support or service delivery at scale, with a clear point of view on balancing efficiency and human quality
• Exceptional communication, cross-functional collaboration, and systems-thinking abilities
• Strong executive presence and the ability to operate as a true peer to other functional VPs