VP, AI-Driven Customer Support & Experience

Abridge; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

Abridge is seeking a Head of Customer Support to lead our Customer and Technical Support teams (approx. 25 people) and partner with executive leadership across Customer Success, Clinical Strategy & Success, and Implementation.

You will own strategy, headcount, and budget for the support function while guiding AI-enabled, human-centered support to improve efficiency and quality. This is a highly visible leadership role tied to partner trust and retention.

Qualifications

• 12+ years of professional experience with leadership of leaders and large teams.
• Experience owning strategy, headcount, and budget for a function.
• Experience applying AI or automation to support at scale while balancing efficiency and human quality.
• Strong executive presence and ability to operate as a peer to other VPs.
• Exceptional communication and collaboration across functions.

Responsibilities

• Lead the Customer Support and Technical Support leaders and 25+ person org.
• Own strategy, headcount, and budget for the support function at scale.
• Define standards, KPIs, and best practices across support and knowledgebase.
• Drive AI-enabled, human-centered support to improve efficiency and empathy.
• Partner with Product and Engineering to pilot healthcare AI-powered support capabilities.
• Represent Support priorities in company-wide planning and resourcing.

Skills

Leadership

Strategic planning

Executive communication

Cross-functional collaboration

AI in service delivery

People management

Job description

Abridge is seeking a Head of Customer Support to lead our Customer and Technical Support teams (approx. 25 people) and partner with executive leadership across Customer Success, Clinical Strategy & Success, and Implementation.

You will own strategy, headcount, and budget for the support function while guiding AI-enabled, human-centered support to improve efficiency and quality. This is a highly visible leadership role tied to partner trust and retention.