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...

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.

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

12+ years of professional experience, with significant leadership experience managing leaders and scaling support, or customer experience organizations
A proven track record of owning strategy, headcount, and budget for functional areas
Experience applying AI or automation to support or service delivery at scale, with a clear point of view on balancing efficiency and human quality
Strong executive presence and the ability to operate as a true peer to other functional VPs
Exceptional communication, cross-functional collaboration, and systems-thinking abilities
Passion for transforming healthcare and building an implementation and support experience that sets a new industry standard