Customer Support Manager

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 Customer Support Manager to join our rapidly growing team and play a key role in scaling our customer support team.  This role offers the unique opportunity to both build and lead the team, while ensuring top-notch service delivery and fostering a customer-centric culture. 

We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll set the standard for what incredible customer experience looks like at Abridge with both our enterprise and individual customers. You’ll be responsible for not only managing daily operations and responding to customers with care, but also building and scaling our support department to meet the growing demands of our business.

Your responsibilities:

• Swiftly build and lead a team of up to 15 Customer Support Specialists that WOW our customers with compassion and efficiency.

• Drive the creation, coordination, and execution of training new Support Specialists, building out our knowledge base, and ensuring the team is in collaboration with internal and external cross-functional teams.

• Collaborate with product and operational management to identify and implement areas for process and tool improvements in a dynamic and growing environment.

• Participate in the creation of repeatable processes that will scale with the growing number of customers our team will need to support.

• Set an example to your team members in:

  • Technical competency (product knowledge and professional judgment)

  • Customer Engagement/Connection

  • Operational competency (proficiency with workflows/processes)

  • Working relationship cross-functionally (ie: Product, Eng)

To be successful in this role, you:

• Have a track record as a Lead, Supervisor or Manager of successful support teams, ideally technology support focused.

• Create space and guidance for your team to succeed through feedback and engagement

• Great spoken/written communication skills and high emotional intelligence.

• Are extremely organized. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality.

• Can work with speed and are results driven. 

• Thrive in a fast-paced environment and are highly adaptable to change; willing to roll

with the punches

• Have the ability to smell smoke and escalate early, with proposed solutions.

• Are driven by curiosity and have scrappy problem solving skills

• Possess excellent computer skills and comfortable with technology 

• Love interacting with our customers and are happy to work hard. Whether it’s weekends or evenings, willing to step in and help because you believe in our mission

Ideally, you have:

• Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)

• Knowledge of tiered support organizations and escalation protocols.

• Be a part of a trailblazing, mission driven organization that uses audio as the wedge to improve the healthcare delivery experience

• Unlimited PTO, plus 12 national holidays

• Comprehensive and generous benefits package:

• 16 weeks paid parental leave, for all employees

• Flexible working hours — we care more about what you accomplish than what specific hours you’re working

• Remote work environment

• Equity for all new employees

• Generous equipment budget for your home office setup ($1600)

• Opportunity to work and grow with talented individuals, and have ownership and impact at a high growth startup.

• Plus much more!

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 and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions. 

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