Customer Support Specialist

Employment Type: Full-Time Location Type: Remote Salary: $41.00 - $48.00 per hour

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About Abridge

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients. Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the SoHo neighborhood of New York, the Mission District in San Francisco, and East Liberty in Pittsburgh.

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The Role

At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for highly motivated Customer Support Specialists to join our rapidly growing team and play a key role in scaling our customer support team.

We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll set the standard for what incredible customer experience looks like at Abridge with both our enterprise and individual customers. You’ll be responsible for responding to customers with care and accuracy while helping build our support department to meet the growing demands of our business.

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What You'll Do

• Delight our Abridge users (and co-workers!) every day by providing timely support in troubleshooting problems and answering questions.
• Provide user feedback to our product and operational teams to identify pain points and advocate for the user experience.
• Navigate our CRM tool to communicate with users, appropriately track contacts and resolutions for data analysis.
• Dig deep and be curious about solving complex issues.

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What You'll Bring

• A 2+ year track record as Tier 1 or Lead in a Customer Service Support role, ideally in a technology support-focused team.
• Passion for interacting with customers and a willingness to work hard.
• Great spoken/written communication skills and the ability to explain technical troubleshooting in an easy-to-understand manner.
• Exceptional organizational skills; ability to manage multiple priorities at once while maintaining attention to detail and quality.
• Ability to work with speed and a results-driven approach.
• Ability to thrive in a fast-paced environment and be adaptable.
• Excellent computer skills and comfort with technology.

Ideally, You Have:

• Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare experience is a plus!).
• Experience working in CRM/Ticketing systems with rigorous tracking.

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Schedule and Compensation

• This is a remote, full-time, hourly role.
• Schedule: Monday through Friday, 8:30 AM – 5:30 PM PST.
• Hourly Rate:
  • Geo 1: $48/hour
  • Geo 2: $43/hour
  • Geo 3: $41/hour

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Why Work at Abridge?

At Abridge, we’re transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month.

Joining Abridge means stepping into a fast-paced, high-growth startup where your contributions truly make a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) make an impact on our customers and our business. Beyond individual impact, you will have the opportunity...