Head of Customer Support

• 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
• Lead 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
• Set 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
• Reimagine 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
• Operate 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

Benefits

• Remote work environment
• Unlimited PTO, plus 12 national holidays
• Flexible working hours — we care more about what you accomplish than what specific hours you’re working
• 16 weeks paid parental leave, for all employees
• Equity for all new employees
• Generous equipment budget for your home office setup ($1600)
• Opportunity to work and grow with talented individuals, and have ownership and impact at a high growth startup

• A proven track record of owning strategy, headcount, and budget for functional areas
• 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
• Passion for transforming healthcare and building an implementation and support experience that sets a new industry standard
• 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