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. 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’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?

🔥 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