Abridge Head of Customer Support leading Customer and Technical Support teams at Abridge. Owns strategy, headcount, and budget to ensure partner satisfaction and efficient support operations.
Responsibilities
Organizational Leadership & Function Ownership – leading the leaders of Support, and owning strategy, headcount, and budget
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.
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:
