Head of Customer Support

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.

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

Set the bar for how Abridge is supported at scale, in partnership with the Support leaders:

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