Head of Customer Support

About Us
At Sully.ai, We’re Building the Most Impactful Healthcare Company on Earth

We believe that access to a great doctor is a basic human right. Today, that’s not a reality. Delays, misdiagnoses, administrative chaos, and burnout plague the system.

Our Mission: One Human, One Doctor. We build AI teammates that augment clinicians — scribes, nurses, receptionists, translators — all powered by our own world-class models and deployed in real-world care.

Our Traction

• 450+ organizations signed 16 months

• AI agents cut admin by ~2.8 hours daily and reduce onboarding 85%.

• 5M+ Clinical Tasks completed to date, serving 36+ specialties.

• Raised $25M from YC, Eric Yuan, Amity, Semper Virens

• Patented AI architecture (MedCon-1) outperforms GPT-4.5, Gemini, Claude on clinical reasoning tasks

Sully requires A-players capable of 4 months = 1 year output.

About the Role

• We’re hiring a Head of Customer Support to build our Customer Support function from the ground up, implementing ticketing systems, SLAs, escalation pathways, playbooks, and a global support team to deliver best-in-class support for Sully’s AI healthcare products.

Key Responsibilities

• Build and scale a 24/7 offshore support team with global technical customer support capabilities, including hiring, training, and performance management

• Build the customer support function from 0 to 1 (and then to 100) by designing, implementing, and refining comprehensive support workflows, processes, and playbooks

• Develop a deep understanding of customers’ best practices and workflows across 400+ healthcare organizations using Sully’s AI agents

• Handle complex technical customer inquiries and escalations, ensuring prompt, effective resolution and clear communication • Design and own escalation pathways for critical incidents affecting AI Receptionist, AI Scribe, AI Interpreter, and other agents

• Oversee incident management to ensure quick resolution of issues affecting EHR integrations (Epic, Athena, Oracle Cerner, Tebra)

• Work closely with Engineering, Growth, Product, and Customer Success to relay customer insights, advocate for product enhancements, and maintain/expand support documentation

• Identify opportunities to improve customer experience across all touchpoints and drive a data-driven, customer-centric support culture aligned with Sully.ai’s mission

Hard Requirements

• 5+ years of startup/founder experience in a high-growth early stage start-up, or founder/co-founder experience building support functions from scratch required

• 5+ years creating customer support processes from scratch in a SaaS/AI environment with proven 0→1 ownership and evidence of building support infrastructure without a playbook

• Rapid scale experience: must have gone $0-$10M+ ARR in 12 months or less

• Deep technical proficiency: engineering solutions post-sales for customers; comfortable with complex technical customer problems and API-first integrations

• Work availability within 6am to 6pm PT

• Self-managed and driven with a do-whatever-it-takes mentality; able to work in chaos and move fast

• Hands-on operator who does IC work before systemizing; comfortable building then hiring and not reliant on agencies or layers of staff

Key Results (First 90 Days)

• Implement support infrastructure from scratch including ticketing system, SLAs, escalation pathways, and comprehensive playbooks for AI healthcare product support.

• Reduce average response time to 60 seconds for 90% of tickets by establishing rapid response protocols and triage systems.

• Build a centralized knowledge base documenting support workflows, common issues, and resolution processes for AI Receptionist, AI Scribe, AI Interpreter, and other agents.

• Establish key support OKRs and metrics including customer experience metrics, health scores, ticket resolution times, and incident management KPIs.

• Aggregate systems and tools into one streamlined workflow consolidating support operations across multiple channels.

Who Thrives Here

• Entrepreneurial to your core: You think in outcomes, thrive in chaos, and take ownership without limits

• Mission-obsessed: You’re here to save lives, not just ship featur