Head of Customer Support

About Us

Sully.ai is transforming the healthcare industry with advanced artificial intelligence solutions. We’re on a mission to revolutionize healthcare by making “one human, one doctor” a reality. Facing a global shortage of physicians, we’re developing an AI doctors to provide high-quality healthcare to everyone, anywhere, anytime. By automating doctors’ administrative tasks and reducing misdiagnoses with AI, we’re building the future of healthcare.

What You'll Do

We're seeking a dynamic and innovative leader to build our customer support function. As our customer support leader you'll have the opportunity to build our support system from the ground up, encompassing the implementation of ticketing system and processes, SLAs, escalation pathways, playbooks, and team management. We're seeking a visionary who can create robust support processes for our AI healthcare product and drive customer support operations globally as we scale.

• Integrate into our leadership team and play a pivotal role in our company’s future.
• Hire and manage a global customer support team, fostering a culture of excellence and continuous improvement.
• Build out and own customer support workflows from the ground up.
• Develop a deep understanding of our customer’s best practices and workflows.
• Proactively handle complex customer inquiries and escalations, ensuring prompt and effective resolutions while delivering a best-in-class experience through clear communication.
• Design, implement, and refine comprehensive support workflows, processes, and playbooks.
• Leverage customer feedback to continuously enhance service delivery and operational efficiency.
• Work closely with engineering, growth and customer success teams to relay customer insights and advocate for product enhancements based on user feedback.
• Drive the strategic direction of customer support, including forecasting resource needs and managing the support budget.
• Develop key OKRs to improve customer experience metrics and support Service Level Agreements (SLAs), ensuring alignment with overall company goals.
• Oversee the incident management process, ensuring quick resolution of critical issues and effective communication with customers during outages or service disruptions.

What You'll Bring

• 5+ years in creating customer support processes in a SaaS environment, including at least 3 years in a leadership capacity. Prior experience in healthcare tech is a plus
• Proven track record building a customer support function at a high growth start-up preferred
• Proficiency with Jira service management or similar ticketing systems
• Experience with incident management tools, processes, customer satisfaction surveys (CSAT) and related reporting tools
• Familiarity with knowledge base systems and self-service portals
• Skilled in post-incident reviews and implementing lessons learned
• 6am to 6pm PT availability