Customer Support Supervisor

About Abridge

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the SoHo neighborhood of New York, the Mission District in San Francisco, and Lawrenceville in Pittsburgh.

The Role

Abridge is looking for a highly motivated Customer Support Supervisor to join their rapidly growing team. The role offers the unique opportunity to lead the team while ensuring top-notch service delivery and fostering a customer-centric culture.

Shifts open: M-F 6am - 3pm PT, M-F 9am - 6pm PT

What You’ll Do

• Lead a team of up to 7 Customer Support Specialists that WOW customers with compassion and efficiency.

• Approve timecards, PTO, and assist with other administrative tasks

• Assist with the training of Support Specialists, knowledge base articles, and quality assurance 

• Answer Support Specialist questions clearly and in a timely manner 

• Provide feedback and engage in coaching conversations with Support Specialists in alignment with Abridge’s Core Value of Helping Others Win 

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

• Assist in queues and respond to customers with care and accuracy 

• Be an example to team members in technical competency, customer engagement/connection, operational competency, and working relationship cross-functionally.

What You’ll Bring

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

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

• Extremely organized with the ability to manage multiple priorities at once, while maintaining attention to detail and quality.

• Ability to 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.

• Ability to smell smoke and escalate early, with proposed solutions.

• Driven by curiosity and have scrappy problem-solving skills.

• Excellent computer skills and comfortable with technology.

Bonus Points If…

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

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

Why work at Abridge?

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.

How we take care of Abridgers:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.

• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA. 

• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.

• 401k and Matching: Contribution matching to help invest in your future.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.

• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full time employees.

• ... and much more!

Diversity & Inclusion

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).

Staying safe - Protect yourself from recruitment fraud

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.