Head of Customer Support

Head of Customer Support About Us At Sully.ai http://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. 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 http://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. Why Join Sully.ai http://Sully.ai? 🔥 Revolutionizing the antiquated $800B+ Healthcare market 🧠 50%+ of us are ex-founders. We hire A-players, not passengers ⚡️ Speed matters - we operate with urgency, autonomy, and ownership 🧪 You’ll work on real, first-of-their-kind problems at the edge of AI and medicine ❤️ Your work helps ... (truncated, view full listing at source)