Head of Customer Support at Sully.ai

Mountain View, California, United States -

Full Time

Start Date

Immediate

Expiry Date

11 May, 26

Salary

0.0

Posted On

10 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Support, Process Implementation, Team Building, Incident Management, Customer Experience, SaaS, AI, Escalation Pathways, Workflow Design, Performance Management, Data-Driven Culture, EHR Integrations, Problem Solving, Communication, Collaboration

Industry

Hospitals and Health Care

Description

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 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? 🔥 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 doctors reclaim their time - and patients get better, faster care

Responsibilities

The Head of Customer Support will build and scale a 24/7 offshore support team and implement comprehensive support workflows and processes. They will also handle complex technical inquiries and work closely with various teams to relay customer insights.