Head of Customer Support, Abridge
$167.4-241.1k
+ Equity. Salary dependent on location
Powering deeper understanding in healthcare through purpose-built AI
Be an early applicant
Powering deeper understanding in healthcare through purpose-built AI
201-500 employees
Be an early applicant
$167.4-241.1k
+ Equity. Salary dependent on location
201-500 employees
Company mission
To power a deeper understanding in healthcare.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
Our take
Summarising key elements of healthcare conversations is crucial for both physicians and patients. Medical scribes, though effective, are costly, and the healthcare system faces funding and staffing crises. This has created a demand for more efficient notetaking solutions.
This is where Abridge comes in; it has developed a HIPAA-compliant AI platform that transcribes, structures, summarises, and provides insights from audio or transcripts of medical conversations. It claims to work across all specialities and offers patient-friendly summaries in easy-to-understand language.
Abridge aims to alleviate pressure on the healthcare system from the patient's perspective, a unique approach among healthtech startups. While companies like Inovia, DOUB, and DeepScribe focus on assisting physicians with medical transcription AI, they lack Abridge's patient-centric features, which are valuable in enhancing the patient experience. Its unique focus, then, is part of the reason why it enjoyed two impressive rounds of funding in 2025 alone.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Jun 2025
$300m
SERIES E
Feb 2025
$250m
SERIES D
Total funding: $757.5m
Company benefits
- Unlimited PTO, plus 12 national holidays
- 16 weeks paid parental leave, for all employees
- Flexible working hours — we care more about what you accomplish than what specific hours you’re working
- Remote work environment
- Equity for all new employees
- Generous equipment budget for your home office setup ($1600)
- Opportunity to work and grow with talented individuals, and have ownership and impact at a high growth startup
Company HQ
SoMa, San Francisco, CA
Leadership
Shivdev Rao
(Co-Founder & CEO)Alongside their work as a practising Cardiologist at the University of Pittsburgh Medical Center, they also served as Physician Advisor in Residence and ultimately EVP at UPMC Enterprises; co-founded DocDok; and worked as a co-architect on a healthcare project at the Kauffman Foundation.
Sandeep Konam
(Co-Founder & CTO)Completed an MS in Robotics at Carnegie Mellon, then served as Senior Product Manager at UPMC Enterprises. Has delivered guest lectures at Carnegie Mellon, Stanford, and the University of Pittsburgh.
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