Sully.ai

Head of Customer Support

Sully.ai

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

Tech Stack

Oracle

About the role

  • 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

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
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible working hours
  • Professional development opportunities
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support processestechnical customer supportincident managementEHR integrationsAPI integrationsSaaSAIsupport workflowsperformance managementdata-driven support
Soft Skills
self-manageddrivenproblem-solvingcommunicationadvocacycustomer-centricadaptabilityleadershipcollaborationoperational efficiency