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’s mission

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

Head of Customer Support

Key skills