Head of Customer Support
Sully.aiUnited States
Posted February 26, 2026
Full Time
About the Company
Sully.ai transforms hospital operations by deploying a suite of autonomous AI agents that handle tasks from reception to coding, effectively automating the $800 B labor market in U.S. healthcare. Their agents—mirroring roles like triage nurses, scribes, and coders—work collaboratively to execute end-to-end workflows, freeing clinicians to focus on patient care. By integrating AI-driven automation into primary care and administrative functions, Sully.ai offers a scalable, cost-effective solution that enhances efficiency, accuracy, and compliance across health systems.
Job Description
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.
Requirements
- 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
- 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
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
