Job Details
Head of Customer Support
2026-03-18 Sully all cities,AK
Description:
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
Sully.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Sully.ai prohibits any form of workplace harassment.
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. Delays, misdiagnoses, administrative chaos, and burnout plague the system.
Our Mission: One Human, One Doctor. We build AI teammates that augment clinicians - scribes, nurses, receptionists, translators - all powered by our own world-class models and deployed in real-world care.
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.
- 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
- 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
Sully.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Sully.ai prohibits any form of workplace harassment.