Operations Manager, Zendesk

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 You'll 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 …