Head of AI-Enabled Customer & Technical Support

Abridge; United States; Hybrid; USD 180,000 - 270,000; Full time

Benefits offered by this job

Generous Time Off

Comprehensive Health Plans

Paid Parental Leave

401(k) Matching

Equity grants

Job summary

Abridge, a healthcare AI company, is seeking a Head of Customer Support to lead our Customer and Technical Support teams. You will drive organizational leadership, strategy, headcount, and budget for a 25+ person function, partnering across Product, Partner Success, Clinical Strategy & Success, and Implementation to deliver superior, human-centered support.

You will balance AI-enabled efficiency with empathy, scaling processes while maintaining trust with healthcare partners.

Qualifications

• 12+ years of professional experience, with leadership experience managing leaders and scaling teams.
• Proven track record owning strategy, headcount, and budget for a function.
• Experience applying AI or automation to support at scale with a human-centered approach.
• Strong executive presence and ability to partner with other VPs.

Responsibilities

• Lead the Customer Support and Technical Support leaders and teams.
• Own strategy, headcount, and budget for the support function.
• Define best practices, standards, and KPIs across product, care settings, and EHR.
• Drive AI-enabled, human-centered support at scale while ensuring quality.
• Collaborate with Partner Success, Clinical Strategy & Success, and Implementation leaders.

Skills

Leadership

Executive presence

AI in support

Cross-functional

Strategic planning

Job description

Abridge, a healthcare AI company, is seeking a Head of Customer Support to lead our Customer and Technical Support teams. You will drive organizational leadership, strategy, headcount, and budget for a 25+ person function, partnering across Product, Partner Success, Clinical Strategy & Success, and Implementation to deliver superior, human-centered support.

You will balance AI-enabled efficiency with empathy, scaling processes while maintaining trust with healthcare partners.