Head of Customer Support

Abridge•San Francisco, CA

10d•$167,450 - $241,080

About The Position

Abridge is hiring a Head of Customer Support to lead its Customer and Technical Support teams, an organization of approximately 25 people. The role works alongside leaders in Partner Success, Clinical Strategy & Success, and Implementation to shape a coherent partner experience from go-live through everyday use. It is a highly visible leadership position tied to partner trust, satisfaction, and long-term retention. The Head of Customer Support leads the Customer Support and Technical Support leaders, who oversee customer support, technical support, and knowledgebase teams. The role owns the support function’s strategy, headcount, and budget; establishes standards and KPIs; makes resourcing and prioritization decisions as Abridge grows; and develops future leaders. It also leads key customer relationships and serves as a primary escalation point for support issues and cross-functional impacts. The position is responsible for scaling support consistently across products, care settings, EHRs, partners, and increasing complexity. It will advance AI-enabled support, including the use of AI for ticket triage and resolution and knowledgebase generation and maintenance, while ensuring efficiency contributes to a more human experience. The role partners with Product and Engineering on AI-powered support capabilities and represents Support in company-wide planning and resourcing decisions. Abridge is a high-growth healthcare technology startup whose AI platform turns patient-clinician conversations into structured clinical notes. The company describes its culture as one of ownership, empathy, shared success, learning, and feedback, and offers flexible work hours and ongoing learning opportunities.

Requirements

12 or more years of professional experience, including significant leadership experience managing leaders and scaling support or customer experience organizations.
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 perspective on balancing efficiency and human quality.
Strong executive presence and ability to operate as a peer to other functional vice presidents.
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.

Responsibilities

Lead the Customer Support and Technical Support leaders and the teams they oversee, including customer support, technical support, and knowledgebase teams.
Own the support function’s strategic direction, headcount, and budget, making resourcing and prioritization decisions as the company and partner base expand.
Define and drive support best practices, standards, and KPIs across products, care settings, and EHRs.
Build succession and bench strength by developing future leaders.
Lead key customer relationships during support service phases and serve as a primary resolution point for customer escalations related to support and cross-functional impacts.
Set strategy and standards across support, technical support, and knowledgebase operations for an organization of 25 or more people.
Ensure support scales efficiently and consistently as partner volume, products, and complexity grow.
Use AI capabilities to improve support efficiency, including ticket triage and resolution and knowledgebase generation and maintenance.
Ensure AI-driven efficiency supports a more human customer experience and enables the team to focus on judgment, empathy, and complex problem-solving.
Partner with Product and Engineering to build and pilot AI-powered support capabilities for healthcare and Abridge’s partner base.
Champion responsiveness, quality, and human connection in support interactions.
Work with Partner Success, Clinical Strategy & Success, and Implementation leaders to align the partner experience.
Represent Support priorities in company-wide strategic planning and resourcing decisions.

Benefits

14 paid holidays.
Flexible PTO for salaried employees and accrued time off for hourly employees.
Medical, dental, and vision coverage for full-time employees and their families.
Monthly HSA contributions for employees who choose a High Deductible Health Plan.
Paid parental leave for full-time employees.
Family-forming resources and financial support.
401(k) contribution matching.
Tax-free personal device allowance.
Flexible Spending Accounts and commuter benefits.
Monthly Lifestyle Wallet contributions for fitness, professional development, coworking, and more.
Access to therapy and coaching for mental health support.
Paid sabbatical leave after five years of employment.
Competitive compensation and equity grants for full-time employees.
Flexible work hours.
Ongoing learning opportunities.