Director of Customer Support, Abridge

• The ideal candidate is a visionary leader who can design and implement efficient support processes and foster a customer-centric culture within Abridge
• 7+ years proven experience in building and scaling customer support teams from the ground up for a SaaS product. You’ve built a reputation for driving a culture of accountability, ownership, and results
• Deep understanding of customer support best practices, processes and technologiesExcellent communication and interpersonal skills
• Experience working with data to identify trends and performance insights
• Strong project management skills and the ability to manage multiple projects simultaneously, while maintaining attention to detail and quality
• A self-starter approach to work + the ability to adapt and thrive in rapidly changing circumstances and priorities
• Creativity and scrappiness along with strong problem solving skills, tactful conflict resolution skills and a bias to action

Desirable

• We are looking for a highly motivated Director of Customer Experience & Support to join our rapidly growing team and play a pivotal role in creating and implementing customer support strategies, policies, and systems
• You will be responsible for not only managing daily operations, but also building and scaling our customer experience and support department to meet the growing demands of our business
• This role offers the unique opportunity to both build and lead this function, while ensuring top-notch service delivery
• You’ll lead with empathy and use your exceptional communication skills to help our customers succeed
• In this role, you’ll set the standard for what incredible customer experience looks like at Abridge
• Strategic Planning: Develop and execute a comprehensive customer support strategy aligned with company goals, with a focus on setting up new systems and processes from scratch
• Process Development: Design and implement customer support processes, including ticketing systems, knowledge bases, and communication channels, to ensure efficient issue resolution and customer satisfaction. Identify and implement tools and technologies to enhance support capabilities, including CRM software and AI-powered solutions
• Quality Assurance: Establish and maintain quality standards for customer interactions, regularly monitoring and improving service quality
• Data Analysis: Utilize data and analytics to track key performance indicators (KPIs) and identify trends to continuously improve support operations
• Voice of Customer: Serve as the voice of the user to our internal teams; spot trends in customer issues and communicate with product and engineering teams. Lead initiatives to continuously improve the customer support experience, incorporating feedback from customers and team members
• Cross-Functional Collaboration: Collaborate closely with other departments, such as Sales, Product, and Marketing, to ensure a seamless customer experience