Head of Customer Support (AI)

Location: SF Office; United States - Remote. Hybrid role.

Salary: $167,450–$204,918 for Tier 3, $177,300–$216,972 for Tier 2, or $197,000–$241,080 for Tier 1, plus equity.

Company

hirify.global is a healthcare AI company founded in 2018 that transforms patient-clinician conversations into structured clinical notes with EMR integrations and auditable, linked evidence.

What you will do

• Lead the Customer Support and Technical Support leaders and oversee customer support, technical support, and knowledgebase teams in an organization of approximately 25 people.
• Own support strategy, headcount, budget, resourcing, prioritization, standards, best practices, and KPIs as products, care settings, and partner volume expand.
• Scale consistent, responsive, high-quality support across products, care settings, and EHRs while maintaining a human-centered experience.
• Lead key customer relationships and resolve escalations involving support and cross-functional impacts.
• Drive AI use in ticket triage, resolution, knowledgebase generation, and maintenance, translating efficiency gains into more human support.
• Partner with Product, Engineering, Partner Success, Clinical Strategy & Success, and Implementation to build AI-powered support capabilities and shape the overall partner experience.

Requirements

• 12+ years of professional experience, including significant leadership experience managing leaders and scaling support or customer experience organizations.
• Proven experience owning strategy, headcount, and budget for functional areas.
• Experience applying AI or automation to support or service delivery at scale, with a clear approach to balancing efficiency and human quality.
• Strong executive presence and ability to operate as a peer to other functional VPs.
• Exceptional communication, cross-functional collaboration, and systems-thinking abilities.
• Passion for transforming healthcare and building an implementation and support experience that sets a new industry standard.

Culture & Benefits

• High-growth startup culture with extreme ownership, empathy, and focus on clinicians and patients.
• Flexible work hours, inclusive environment, ongoing learning opportunities, and a supportive team culture.
• 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.
• Medical, dental, and vision coverage; HSA contributions; paid parental leave; family-forming benefits; and mental health support.
• 401(k) matching, personal device allowance, pre-tax FSA and commuter benefits, and a lifestyle wallet for fitness, professional development, and coworking.
• Paid sabbatical leave after five years, competitive compensation, and equity grants for full-time employees.

Hiring process

• Reasonable accommodations are available throughout interviews, assessments, and other selection activities.