Abridge
Head of Customer Support
$167K–$241K
United States - Remote +4 · Hybrid · Director · Full-time · Posted Oct 26, 2026
- Location
- United States - Remote
CHI Office
SF Office
NYC Office
PGH Office - Experience
- 12+ years of professional experience; significant leadership experience managing leaders and scaling support or customer experience organizations.
About the job
Leads Abridge’s customer and technical support organization, setting its strategy and scaling an AI-enabled support experience that strengthens partner trust and retention.
What you'll do
- Own support strategy, headcount, budget, standards, and KPIs while developing support leaders.
- Lead customer relationships and resolve escalations; align support with Partner Success, Clinical Strategy & Success, and Implementation.
- Apply AI to support workflows and partner with Product and Engineering to develop and pilot AI-powered support capabilities.
What they ask for
- Significant leadership experience managing leaders and scaling support or customer experience organizations.
- Proven track record owning strategy, headcount, and budget for functional areas.
- Experience applying AI or automation to support or service delivery at scale.
- Executive presence, communication, cross-functional collaboration, and systems-thinking abilities.
Pay
$167,450 – $241,080 USD base salary
Tools
AI
AI focus
Use AI to improve support efficiency in ticket triage, resolution, and knowledgebase generation and maintenance while preserving a human-centered experience; partner with Product and Engineering on healthcare-specific AI-powered support capabilities.
Model-written summary · the original posting is authoritative