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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in managing customer support and technical support teams, with a focus on strategy, efficiency, and quality. Proven ability to leverage AI and automation to enhance service delivery while maintaining a human-centered approach.
Highest-signal resume keywords
Leadership ExperienceSupport Strategy OwnershipAI Application in SupportCross-Functional CollaborationExecutive Presence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Support Strategy DevelopmentKPI Definition and ManagementBudget ManagementAI Integration in SupportCustomer Escalation Resolution
Soft Skills
Exceptional CommunicationSystems ThinkingCross-Functional Collaboration
Industry Keywords
Customer SupportTechnical SupportHealthcare SupportPartner ExperienceImplementation Experience
About the role
Key responsibilities & impact- Lead the Customer Support and Technical Support leaders overseeing customer support, technical support, and knowledgebase teams
- Own support strategy, headcount, and budget
- Define and drive best practices, standards, and KPIs
- Build succession and bench strength
- Lead key customer relationships and resolve customer escalations
- Guide strategy and standards across a 25+ person support organization
- Ensure support scales efficiently and consistently as partner volume, products, and complexity grow
- Enable AI while maintaining an exceptional human-centered experience
- Deliver support as a differentiator compared with other vendors
- Champion responsiveness, quality, and human connection in support interactions
- Drive AI use for ticket triage, resolution, and knowledgebase generation and maintenance
- Partner with Product and Engineering to build and pilot AI-powered healthcare support capabilities
- Align with Partner Success, Clinical Strategy & Success, and Implementation leaders on a coherent partner experience
- Represent Support priorities in company-wide strategic planning and resourcing decisions
Requirements
What you’ll need- 12+ years of professional experience
- Significant leadership experience managing leaders and scaling support or customer experience organizations
- Proven track record owning strategy, headcount, and budget for functional areas
- Experience applying AI or automation to support or service delivery at scale
- Clear point of view on balancing efficiency and human quality
- Strong executive presence
- 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
- Must be based in the United States
- Must be authorized to work in the United States
- Must acknowledge and comply with Abridge's AI policy during the interview process
Benefits
Comp & perks- 14 paid holidays
- Flexible PTO for salaried employees
- Accrued time off for hourly employees
- Medical, Dental, and Vision coverage for all full-time employees and their families
- Monthly HSA contributions with a High Deductible Health Plan
- Generous paid parental leave for all full-time employees
- Family forming resources and financial support
- 401(k) matching
- Tax-free personal device allowance
- Flexible Spending Accounts (FSA)
- Commuter Benefits
- Lifestyle Wallet contributions for fitness, professional development, coworking, and more
- Access to therapy and coaching
- Paid Sabbatical Leave after 5 years of employment
- Competitive compensation and equity grants for full-time employees
- Flexible work hours
- Inclusive culture
- Ongoing learning opportunities