Head of Customer Support
Abridge is an enterprise AI platform that turns clinician-patient conversations into clinical documentation, insights, and workflow outputs for healthcare systems.
Funding history
About Abridge
Abridge AI, Inc. provides purpose-built healthcare AI for clinical conversations, including documentation, revenue-cycle, and nursing workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead Customer Support and Technical Support leaders, set the function’s strategy, and own its headcount and budget. You will establish service standards and KPIs, strengthen leadership capacity, resolve escalations, and scale AI-enabled support while preserving a human-centered experience. You will partner with Product and Engineering on support capabilities and align support with partner success, clinical strategy, and implementation.
Requirements
- 12+ years of professional experience
- Leadership experience managing leaders and scaling support or customer experience organizations
- Experience owning functional strategy, headcount, and budget
- Experience applying AI or automation to support or service delivery at scale
- Executive communication
- Cross-functional collaboration
- Systems thinking
- Healthcare
Responsibilities
- Lead Customer Support and Technical Support leaders
- Own the support function’s strategy, headcount, and budget
- Define and drive support best practices, standards, and KPIs
- Build leadership succession and bench strength
- Lead key customer relationships and resolve escalations
- Guide support, technical support, and knowledgebase strategy
- Scale support efficiently as products and partner volume grow
- Use AI to improve ticket triage, resolution, and knowledgebase maintenance
- Partner with Product and Engineering on AI-powered support capabilities
- Align support priorities with Partner Success, Clinical Strategy and Success, and Implementation
Benefits
- 14 paid holidays
- Flexible PTO for salaried employees
- Accrued time off for hourly employees
- Medical coverage
- Dental coverage
- Vision coverage
- HSA contributions
- Paid parental leave
- Family-forming benefits
- 401(k) matching
- Personal device allowance
- Flexible Spending Accounts
- Commuter benefits
- Lifestyle wallet
- Mental health therapy and coaching
- Paid sabbatical leave after five years
- Equity grants
