Head of Customer Support & AI Enablement

Speedrun Talent Network; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Generous Time Off

Comprehensive Health Plans

Generous HSA Contribution

Paid Parental Leave

401(k) Matching

Personal Device Allowance

Job summary

Abridge, a healthcare AI company, seeks a Head of Customer Support to lead our 25-person Customer and Technical Support teams in San Francisco. You’ll partner with Partner Success, Clinical Strategy & Success, and Implementation to shape the partner experience from go-live through daily use.

You’ll define strategy, headcount, and budget for a world-class support function, scale operations with AI while keeping a human-centered approach, and drive trust, satisfaction, and long-term retention

Qualifications

• Over 12+ years leading large support or CX teams.
• Proven ability to own strategy, headcount, and budgets.
• Experience applying AI/automation to scale support while maintaining quality.
• Strong executive presence and peer-level collaboration with VPs.
• Exceptional communication and cross-functional collaboration.

Responsibilities

• Lead the Customer and Technical Support leaders and 25+-person org.
• Own strategy, headcount, budget for the support function.
• Define best practices, KPIs, and enable scalable, AI-enabled support.
• Maintain human-centered experiences while improving efficiency.
• Partner with Product, Engineering, and other leaders to drive cross-functional initiatives.

Skills

Leadership at scale

Strategy development

Budget & headcount

AI/automation in support

Executive presence

Cross-functional collaboration

Job description

Abridge, a healthcare AI company, seeks a Head of Customer Support to lead our 25-person Customer and Technical Support teams in San Francisco. You’ll partner with Partner Success, Clinical Strategy & Success, and Implementation to shape the partner experience from go-live through daily use.

You’ll define strategy, headcount, and budget for a world-class support function, scale operations with AI while keeping a human-centered approach, and drive trust, satisfaction, and long-term retention