Head of Customer Support

Sully.ai • Mountain View, CA

10d

About The Position

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.

Requirements

• 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed