About the role
About Us
At 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. Our mission, One Human, One Doctor, drives us to build AI teammates that augment clinicians, solving the healthcare problems of delays, misdiagnoses, and burnout.
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 ’s mission
