Head of Customer Support
Core
Lead a ~25-person Customer and Technical Support organization for an AI-powered healthcare platform, owning strategy, budget, and partner experience from go-live to everyday use.
Role type
Senior leadership (Head of Customer Support)
Builds
Enterprise-grade AI platform for medical conversations and clinical documentation
Domain
Healthcare / Generative AI
Deliverable
production ML models
Required skills
Organizational leadership, strategic planning, budget ownership, AI/automation application, executive presence, cross-functional collaboration
Preferred skills
Scaling support organizations, AI enablement, healthcare domain knowledge
Technologies
Generative AI, EMR integrations
Responsibilities
Lead Customer Support and Technical Support leaders; define strategy, headcount, and budget; drive best practices and KPIs; build succession planning; manage key customer escalations; guide support standards at scale; implement AI for efficiency while maintaining human-centered experience; partner with Product and Engineering on AI capabilities.
Seniority
Senior, hands-on IC
