Head of Customer Support

Head Of Customer Support

Founded in 2018, Abridge is the first AI-native clinician intelligence platform organized around the patient, built for clinicians, and designed to help health systems coordinate the clinical, financial, and evidence-based decisions for every moment of care. Powered by purpose-built AI for healthcare, Abridge connects patients, providers, payers, and life sciences companies. This year, the platform will support more than 100 million patient-clinician conversations across more than 300 of the largest and most complex health systems in the U.S. With deep workflow integration, the Abridge clinician intelligence platform has been validated to support encounters in 28+ languages across specialties and care settings.

Abridge is setting the industry standard for the responsible deployment of Al across health systems with continual and transparent Al evaluation. Clinical decision support references and cites gold-standard sources of evidence, and features like Linked Evidence map AI-generated documentation to source data, helping clinicians quickly trust and verify the output. Abridge was awarded Best in KLAS for Ambient AI in 2025 and 2026, in addition to other accolades, including TIME Best Inventions of 2024 and 2025, CNBC Disruptor 2025, and Fast Company's Most Innovative Companies 2025.

We are a growing team of practicing clinicians, AI scientists, PhDs, creatives, technologists, and engineers working together to transform healthcare. We have offices located in San Francisco, New York, and 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…