Head of Customer Support

## **About Abridge** Founded in 2018, Abridge is the first AI-native clinician intelligence platform organized around the patient, built for clinicians, and designed to help health systems coordinate the clinical, financial, and evidence-based decisions for every moment of care. Powered by purpose-built AI for healthcare, Abridge connects patients, providers, payers, and life sciences companies. This year, the platform will support more than 100 million patient-clinician conversations across more than 300 of the largest and most complex health systems in the U.S. With deep workflow integration, the Abridge clinician intelligence platform has been validated to support encounters in 28+ languages across specialties and care settings. Abridge is setting the industry standard for the responsible deployment of Al across health systems with continual and transparent Al evaluation. Clinical decision support references and cites gold-standard sources of evidence, and features like Linked Evidence map AI-generated documentation to source data, helping clinicians quickly trust and verify the output. Abridge was awarded Best in KLAS for Ambient AI in 2025 and 2026, in addition to other accolades, including TIME Best Inventions of 2024 and 2025, CNBC Disruptor 2025, and Fast Company’s Most Innovative Companies 2025. We are a growing team of practicing clinicians, AI scientists, PhDs, creatives, technologists, and engineers working together to transform healthcare. We have offices located in San Francisco, New York, and Pittsburgh. 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. ## **What You'll Do** ### **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 ### **Support Leadership** Set the bar for how Abridge is supported at scale, in partnership with the Support leaders: - Guide strategy and standards across support, technical support, and knowledgebase for a 25+ person organization - Ensure support scales efficiently and consistently as partner volume, products, and complexity grow - AI enable support while maintaining an exceptional human centered experience - Deliver support in a manner that stands out as a differentiator compared to other vendors - Champion a culture of responsiveness, quality and human connection that is represented consistently in support interactions ### **AI-Enabled, Human Support** Reimagine what modern support can look like: - **Drive the use of AI capabilities to make support meaningfully more efficient**, from ticket triage and resolution to knowledgebase generation and maintenance - Ensure that efficiency gains from AI translate into a support experience that feels **more human**, not less—freeing the team to spend more time on judgment, empathy, and complex problem-solving - Partner with Product and Engineering to build and pilot AI-powered support capabilities specific to healthcare and Abridge's partner base ### **Cross-Functional & Peer Leadership** Operate as one of the senior leaders shaping the partner experience: - Work alongside the **Partner Success, Clinical Strategy & Success, and Implementation** leaders to align into one coherent partner experience - Represent Support priorities in company-wide strategic planning and resourcing decisions ## **What You'll Bring** - 12+ years of professional experience, with significant leadership experience managing leaders and scaling support, or customer experience organizations - A proven track record of owning strategy, headcount, and budget for functional areas - Experience applying AI or automation to support or service delivery at scale, with a clear point of view on balancing efficiency and human quality - Strong executive presence and the ability to operate as a true peer to other functional VPs - Exceptional communication, cross-functional collaboration, and systems-thinking abilities - Passion for transforming healthcare and building an implementation and support experience that sets a new industry standard ## **Why Work at Abridge?** At Abridge, we’re transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month. Joining Abridge means stepping into a fast-paced, high-growth startup where your contributions truly make a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) make an impact on our customers and our business. Beyond individual impact, you will have the opportunity to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels progress. At Abridge, it’s not just what we do—it’s how we do it. Every decision is rooted in empathy, always prioritizing the needs of clinicians and patients. We’re committed to supporting your growth, both professionally and personally. Whether it's flexible work hours, an inclusive culture, or ongoing learning opportunities, we are here to help you thrive and do the best work of your life. If you are ready to make a meaningful impact alongside passionate people who care deeply about what they do, Abridge is the place for you. ## **How we take care of Abridgers:** - **Generous Time Off**: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees - **Comprehensive Health Plans**: Medical, Dental, and Vision coverage for all full-time employees and their families. - **Generous HSA Contribution**: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA. - **Paid Parental Leave**: Generous paid parental leave for all full-time employees. - **Family Forming Benefits:** Resources and financial support to help you build your family. - **401(k) Matching**: Contribution matching to help invest in your future. - **Personal Device Allowance**: Tax free funds for personal device usage. - **Pre-tax Benefits:** Access to Flexible Spending Accounts (FSA) and Commuter Benefits. - **Lifestyle Wallet**: Monthly contributions for fitness, professional development, coworking, and more. - **Mental Health Support**: Dedicated access to therapy and coaching to help you reach your goals. - **Sabbatical Leave**: Paid Sabbatical Leave after 5 years of employment. - **Compensation and Equity**: Competitive compensation and equity grants for full time employees. - ... and much more! ## **Equal Opportunity Employer** Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We're committed to providing reasonable accommodations throughout the interview process. Once you submit your application, we'll follow up with details on how to request an accommodation for interviewing, completing any assessments, or otherwise participating in the selection process. ## **Staying safe - Protect yourself from recruitment fraud** We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @[](http://abridge.com) email address. You can learn more about how to protect yourself from these types of fraud by referring to [this article](https://consumer.ftc.gov/consumer-alerts/2023/05/scammers-are-hijacking-job-ads-heres-how-spot-fakes). Please exercise caution and cease communications if something feels suspicious about your interactions.