Sully.ai
Head of Customer Support
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Job Description
- Req#: 74fa13b6-3871-4f60-a2b5-326ee8b5d369
Employer Industry: Healthcare Technology
Why consider this job opportunity:
- Opportunity to build a customer support function from the ground up in a rapidly growing company
- Work on innovative AI healthcare products that improve patient care and clinician efficiency
- Join a team of ex-founders and high performers focused on meaningful outcomes
- Fast-paced environment with a focus on autonomy, urgency, and ownership
- Chance to make a significant impact in the healthcare industry, valued at over $800 billion
What to Expect (Job Responsibilities):
- Build and scale a 24/7 offshore support team with global technical customer support capabilities
- Design, implement, and refine comprehensive support workflows, processes, and playbooks
- Handle complex technical customer inquiries and escalations, ensuring prompt resolution
- Oversee incident management related to EHR integrations and customer issues
- Collaborate with Engineering, Growth, Product, and Customer Success teams to enhance customer experience
What is Required (Qualifications):
- 5+ years of startup/founder experience in a high-growth early stage startup or building support functions from scratch
- 5+ years of experience creating customer support processes in a SaaS/AI environment
- Proven experience in rapidly scaling a business, achieving $0-$10M+ ARR in 12 months or less
- Deep technical proficiency in engineering solutions for customers, comfortable with complex technical problems
- Availability to work between 6 AM to 6 PM PT and self-managed with a proactive approach
How to Stand Out (Preferred Qualifications):
- Experience in building customer support infrastructure without a predefined playbook
- Familiarity with API-first integrations and technical problem-solving in customer service contexts
- A track record of establishing key support metrics and OKRs
#HealthcareTechnology #CustomerSupport #AIInnovations #StartupCulture #ImpactDriven
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