Director of Customer Experience & Support

Health care is all about conversations, with over 2B spoken conversations each year between patients and their care teams in just the United States. However, people forget up to 80% of those conversations, leading to worse patient outcomes. And doctors are burning out writing notes in their EMRs instead of focusing on their patients. That’s where Abridge comes in — our audio-based standalone and integrated solutions record and summarize medical conversations, anywhere care happens.
At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. 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. The ideal candidate is a visionary leader who can design and implement efficient support processes and foster a customer-centric culture within Abridge.
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.
We take our user experience and happiness seriously and consider this role essential to the company’s success. In this role, you’ll set the standard for what incredible customer experience looks like at Abridge.

Your responsibilities:

• 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.

To be successful in this role, you bring:

• 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

Ideally, you have:

• Experience with healthcare technology systems and electronic record systems – this is a definite plus
• Familiarity with systems requiring strict adherence to privacy and security protocols
• Knowledge of tiered support organizations and escalation protocols

We value people who want to learn new things, and we know that great team members might not perfectly match a job description. If you’re interested in the role but aren’t sure whether or not you’re a good fit, we’d still like to hear from you.
Life at Abridge
At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate. Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs an