Head of Customer Support

The posting, as Abridge wrote it

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

• 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.

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

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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 @abridge.com 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.