• 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