Head of Customer Support

About this role

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)…