Customer Support Specialist (Overnight Shift) at Abridge

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 Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh. 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. This is a remote, full-time role. You will be assigned to one of the shifts listed below. Working hours (Eastern Standard Time): Shift 1: Mondays: 7pm - 6am Tuesdays: 7pm - 6am Fridays: 7pm - 6am Saturdays: 7pm - 6am Shift 2: Wednesdays: 9pm-6am Thursdays: 9pm - 6am Fridays: 9pm - 6am Saturdays: 9pm - 6am Sundays: 9pm - 6am Shift 3: Mondays: 9pm - 6am Tuesdays: 9pm - 6am Wednesdays: 9pm - 6am Thursdays 9pm - 6am Sundays: 9pm - 6am 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! WHAT YOU’LL BRING - Have a 2+ year track record as Tier 1 or Lead in a Customer Service Support role, ideally in a technology support focused team. - Love interacting with our customers and are happy to work hard. Whether it’s weekends or evenings, willing to step in and help because you believe in our mission - Great spoken/written communication skills and ability to explain technical troubleshooting in easy to understand manner - Are extremely organized. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality. - Can work with speed and are results driven. - Thrive in a fast-paced environment and willing to roll with the punches - Possess excellent computer skills and comfortable with technology BONUS POINTS IF… - Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!) - Worked in CRM/Ticketing systems with rigorous tracking 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 to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels progress. At Abridge, it’s not just what we do—it’s how we do it. Every decision is rooted in empathy, always prioritizing the needs of clinicians and patients. We’re committed to supporting your growth, both professionally and personally. Whether it's flexible work hours, an inclusive culture, or ongoing learning opportunities, we are here to help you thrive and do the best work of your life. If you are ready to make a meaningful impact alongside passionate people who care deeply about what they do, Abridge is the place for you. HOW WE TAKE CARE OF ABRIDGERS: - Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees - Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families. - Generous HSA Contribution: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA. - Paid Parental Leave: Generous paid parental leave for all full-time employees. - Family Forming Benefits: Resources and financial support to help you build your family. - 401(k) Matching: Contribution matching to help invest in your future. - Personal Device Allowance: Tax free funds for personal device usage. - Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits. - Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more. - Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals. - Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment. - Compensation and Equity: Competitive compensation and equity grants for full time employees. - ... and much more! EQUAL OPPORTUNITY EMPLOYER Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. 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 [Upgrade to PRO to see link] email address. You can learn more about how to protect yourself from these types of fraud by referring to this article [Upgrade to PRO to see link] Please exercise caution and cease communications if something feels suspicious about your interactions.