# **About Us**
**At [Sully.ai](http://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. Our mission, One Human, One Doctor, drives us to build AI teammates that augment clinicians, solving the healthcare problems of delays, misdiagnoses, and burnout.
## **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.
## **Key Responsibilities**
* 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](http://Sully.ai)’s mission
## **Hard 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
## **Key Results (First 90 Days)**
* 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](http://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