Head of Customer Support

Job type:
Full Time
· Department: GTM
· Work type:
Remote
· USD 230000
-260000 / year

United States;
Mountain View, California, United States

At
Sully.ai , We’re Building the Most Impactful Healthcare Company on Earth

We believe that access to a great doctor is a basic human right. Today, that’s not a reality. Our mission, One Human, One Doctor, drives us to build AI teammates that augment clinicians, solving the healthcare problems of delays, misdiagnoses, and burnout.

We’re hiring a Head of Customer Support to build our Customer Support function from the ground up, implementing ticketing systems, SLAs, escalation pathways, playbooks, and a global support team to deliver best-in-class support for Sully’s AI healthcare products.

Build and scale a 24/7 offshore support team with global technical customer support capabilities, including hiring, training, and performance management

Build the customer support function from 0 to 1 (and then to 100) by designing, implementing, and refining comprehensive support workflows, processes, and playbooks

Develop a deep understanding of customers’ best practices and workflows across 400+ healthcare organizations using Sully’s AI agents

Handle complex technical customer inquiries and escalations, ensuring prompt, effective resolution and clear communication
• Design and own escalation pathways for critical incidents affecting AI Receptionist, AI Scribe, AI Interpreter, and other agents

Oversee incident management to ensure quick resolution of issues affecting EHR integrations (Epic, Athena, Oracle Cerner, Tebra)

Work closely with Engineering, Growth, Product, and Customer Success to relay customer insights, advocate for product enhancements, and maintain/expand support documentation

Identify opportunities to improve customer experience across all touchpoints and drive a data-driven, customer-centric support culture aligned with Sully.ai’s mission

5+ years of startup/founder experience in a high-growth early stage start-up, or founder/co-founder experience building support functions from scratch required

5+ years creating customer support processes from scratch in a SaaS/AI environment with proven 0→1 ownership and evidence of building support infrastructure without a playbook

Rapid scale experience: must have gone $0-$10M+ ARR in 12 months or less

Deep technical proficiency: engineering solutions post-sales for customers; comfortable with complex technical customer problems and API-first integrations

Work availability within 6am to 6pm PT

Self-managed and driven with a do-whatever-it-takes mentality; able to work in chaos and move fast

Hands-on operator who does IC work before systemizing; comfortable building then hiring and not reliant on agencies or layers of staff

Implement support infrastructure from scratch including ticketing system, SLAs, escalation pathways, and comprehensive playbooks for AI healthcare product support

Reduce average response time to 60 seconds for 90% of tickets by establishing rapid response protocols and triage systems

Build a centralized knowledge base documenting support workflows, common issues, and resolution processes for AI Receptionist, AI Scribe, AI Interpreter, and other agents

Establish key support OKRs and metrics including customer experience metrics, health scores, ticket resolution times, and incident management KPIs

Aggregate systems and tools into one streamlined workflow consolidating support operations across multiple channels

🔥 Revolutionizing the antiquated $800B+ Healthcare market

🧠 50%+ of us are ex-founders. We hire A-players, not passengers

⚡ Speed matters - we operate with urgency, autonomy, and ownership

🧪 You’ll work on real, first-of-their-kind problems at the edge of AI and medicine

❤️ Your work helps doctors reclaim their time - and patients get better, faster care