Head of Customer Support

ABOUT ABRIDGE 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 and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems. 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. 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: 1. Organizational Leadership & Function Ownership – leading the leaders of Support, and owning strategy, headcount, and budget 2. AI-Enabled, Human Human Centered – using AI to make support meaningfully more efficient and more human at the same time This is a highly visible leadership role responsible for a function directly tied to partner trust, satisfaction, and long-term retention. WHAT YOU'LL DO ORGANIZATIONAL LEADERSHIP & STRATEGIC OWNERSHIP 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 SUPPORT LEADERSHIP 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 AI-ENABLED, HUMAN SUPPORT 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 CROSS-FUNCTIONAL & PEER LEADERSHIP 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 WHAT YOU'LL BRING - 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 WHY WORK AT ABRIDGE? At Abridge, we’re transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month. Joining Abridge means stepping into a fast-paced, high-growth startup where your contributions truly make a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) make an impact on our customers and our business. Beyond individual impact, you will have the opportunity to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels progress. At Abridge, it’s not just what we do—it’s how we do it. Every decision is rooted in empathy, always prioritizing the needs of clinicians and patients. We’re committed to supporting your grow