VP, AI-Driven Customer & Technical Support
Wwshemi
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Benefits offered by this job
Job summary
Abridge is pioneering AI-powered healthcare conversations to improve clinical documentation and patient care. We are seeking a Head of Customer Support to lead our 25-person support and knowledgebase teams, guiding strategy, headcount, and budget while ensuring a human-centered, AI-enabled service experience.
You will partner with cross-functional leaders across Partner Success, Clinical Strategy & Success, and Implementation to scale support as our platform expands and integrates with EMR
Qualifications
- 12+ years of professional experience with leadership experience
- Experience owning strategy, headcount, and budget for functional areas
- Experience applying AI or automation to support at scale
- Strong executive presence to act as a peer to other VPs
- Exceptional communication and cross-functional collaboration
- Passion for transforming healthcare and improving support experiences
Responsibilities
- Lead the leaders of Customer Support and Technical Support teams
- Own strategy, headcount, and budget for the support function
- Define KPIs, standards, and best practices across support and knowledgebase
- Build succession and bench strength for future leadership
- Manage key customer relationships and escalations related to support
Skills
Job description
Abridge is pioneering AI-powered healthcare conversations to improve clinical documentation and patient care. We are seeking a Head of Customer Support to lead our 25-person support and knowledgebase teams, guiding strategy, headcount, and budget while ensuring a human-centered, AI-enabled service experience.
You will partner with cross-functional leaders across Partner Success, Clinical Strategy & Success, and Implementation to scale support as our platform expands and integrates with EMR
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