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.

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 a highly motivated Operations Manager to join our rapidly growing team and play a pivotal role in scaling our customer support via Zendesk. This role offers the unique opportunity to both build and lead processes, while ensuring top-notch service delivery and fostering a customer-centric culture.

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 will be responsible for executing the day-to-day configuration, support, maintenance and improvement of our Zendesk service platform. You will lead the effort to enhance the customer support experience, boosting efficiency, and foster a supportive environment for team members and customers.

Working closely within Support leadership, you will identify, develop, and deploy new business processes. For example, you will work on integrations to other applications, development of dashboards and reports, and the configuration of applications to meet strategic initiatives and client requirements.

What Youll Do

Manage a multiple user setup, profiles, roles, business rules, workflows, email notifications and other business rules to streamline the customer support process
Elegantly customize forms, fields, views, triggers, automations, reports and dashboards
Design and run complex reports and dashboards, customized to each customers business needs
Enhance the customer support experience by boosting efficiency and fostering a supportive environment for team members and customers
Ensure the overall data quality in Zendesk
Participate in the creation of repeatable processes that will scale with the growing number of customers our team will need to support.
Analyze performance data to drive continuous improvements and may train staff to use Zendesk effectively
Provide new user accounts and manage licenses and permissions
Create and maintain thorough and up to date technical systems documentation and maintain Change Control Process
Implement and support new system rollouts, as well as all required maintenance and upgrades in addition to recommending process improvements
Identify and resolve technical and user issues and enhance system functionality and user experience
Lead the effort to implement Zendesk AI tools in a way that is highly personalized and effective for our customers
Regularly audit the Zendesk platform for efficiency and lead projects to improve or expand the Zendesk setup based on audit results
Research and adapt new Zendesk updates and implement new features that benefit the organization, team and customers
Coordinate internal communication and planning during any Zendesk outages

What Youll Bring

3-5 years of Zendesk Administrator experience that demonstrates proficiency in customizing and managing Zendesk settings to match organizational needs, as well as a strong knowledge and understanding of the platform
Strong data management and analysis skills. Proven experience analyzing Zendesk reports and gaining actionable insights that led to improved service efficiency and/or satisfaction
Strong understanding of Zendesk best practices and functionality
The ability to design and propose new processes
Great spoken/written communication skills and high emotional intelligence.
Extreme organization
Results-driven attitude, with the ability to thrive in a fast-paced environment

Have the ability to detect potential hazards and escalate early, with proposed solutions
Excel in communicating complex Zendesk functionalities to non-technical team members, enabling the entire team to use the platform effectively
Ability to integrate Zendesk with other tools and systems using APIs and webhooks

Ideally, you have:

Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)
Knowledge of tiered support organizations and escalation protocols
Certifications including Zendesk Administrator strongly preferred
Experience with programming languages such as SQL, JavaScript, HTML, Java and Apex preferred but not required
Familiarity with Zendesk REST API is a plus
International Business experience would be an added advantage

Why Work at Abridge?

Be a part of a trailblazing, mission-driven organization that is powering deeper understanding in healthcare through AI!
Opportunity to work and grow with talented individuals and have ownership and impact at a high-growth startup.
Flexible/Unlimited PTO — Salaried team members can take off as much approved time off as they need, plus 13 paid holidays
Equity — For all salaried team members
Medical insurance — We pay 100% of the premium for you + 75% for dependents. 3 Aetna plans to choose from.
Dental & Vision insurance — We pay 100% of the premium for you + 75% for dependents. 2 Aetna plans to choose from.
Flexible Spending (FSA) & Health Savings (HSA) Accounts
Learning and Development budget — $3,000 per year for coaching, courses, workshops, conferences, etc.
401k Plan — Contribute pre-tax dollars toward retirement savings.
Paid Parental Leave — 16 weeks paid parental leave, for all full-time employees
Flexible working hours — We care more about what you accomplish than what specific hours you’re working.
Home Office Budget — We provide up to $1,600 in a one-time reimbursement to set up your home office.
Sabbatical Leave — 30 days of paid Sabbatical Leave after 5 years of employment.
...Plus much more!

Life at Abridge

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrators mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying Safe - Protect Yourself From Recruitment Fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.