Head of Customer Support

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most-their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh.

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:

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…