Customer Support Leader - Remote

Overview

We're seeking a dynamic and innovative leader to build our Customer Support function at Sully.ai, where we're redefining the future of healthcare delivery through AI solutions.

In Short

• Integrate into our leadership team and play a pivotal role in our company’s future.
• Hire and manage a global customer support team, fostering a culture of excellence and continuous improvement.
• Develop a deep understanding of our customer’s best practices and workflows; build out and own customer support workflows from the ground up.
• Handle complex customer inquiries and escalations, ensuring prompt and effective resolutions.
• Design, implement, and refine comprehensive support workflows, processes, and playbooks.
• Work closely with Engineering, Growth and Customer Success teams to relay customer insights.
• Develop key OKRs to improve customer experience metrics and oversee the incident management process.

Requirements

• Prior experience in a high growth early stage start-up, or founder/co-founder experience required.
• 5 years of experience creating customer support processes from scratch in a SaaS/AI environment.
• Deep proficiency with engineering solutions post sales for customers.
• Work availability within 6am to 6pm PT.
• Engineering/Technical background.

Benefits

• Equal opportunity employer.