Customer Support Lead

Hearst Health; San Francisco (CA); Hybrid; USD 72,000 - 86,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) retirement plan

Job summary

First Databank (FDB) is seeking a Customer Support Lead to supervise a team, coach staff, and maintain service levels in a hybrid SF/IN office model. The role bridges frontline support with technical and AI initiatives, ensuring quality and compliance in drug/clinical information delivery.

You will lead a team, oversee queue performance, and drive adoption of AI-assisted workflows with a strong emphasis on coaching and quality improvement.

Qualifications

• Proven senior-level performance in front-line or technical support at FDB or equivalent.
• Coaching and mentoring capability; credibility with both representatives and consultants.
• Familiarity with common pharmacy terms is preferred, but not required.

Responsibilities

• Handle difficult and escalated customer cases directly; remain hands-on in the queue.
• Monitor the daily queue, balance workload, and ensure service levels are met.
• Review difficult cases and lead short, regular quality meetings.
• Coach front-line representatives and support skill development across both tracks.
• Drive AI adoption across the team; identify staff slow to adopt and coach them to proficiency.

Skills

Senior support experience

Coaching

Pharmacy terminology

Job description

Job Description

In Some Jobs You Take Orders. In This One, You Write History.

Join the healthcare information technology team that’s turning drug and medical device data into knowledge used by thousands of hospitals; the majority of U.S. health plans, retail pharmacies, and pharmacy benefit managers; and millions of healthcare decision makers throughout the world. Partnering with our information system developer and healthcare institution customers, you’ll help evolve leading-edge thinking into reality and make a measurable difference in improving human health.

We’re looking for people who are: Intelligent. Productive. Committed. Willing and able to go above and beyond. Passionate about making a difference. Innovative. Energized. And want to play an essential role in a successful company’s continued growth.

Are you ready for this exciting challenge?

First Databank (FDB) is currently seeking a Customer Support Lead in the Customer Solutions department. This role is a working lead who continues to handle customers while providing daily queue oversight, coaching, and quality leadership for the eight-person team. This role will serve as the operational bridge between the Manager, the front-line and technical teams, and the AI Knowledge & Support Operations Owner.

This position is based out of our San Francisco, CA or Carmel, IN office and follows a hybrid work model, with an expectation to work onsite at least three days per week.

Responsibilities

• Handle difficult and escalated customer cases directly; remain hands-on in the queue.
• Monitor the daily queue, balance workload, and ensure service levels are met.
• Review difficult cases and lead short, regular quality meetings.
• Coach front-line representatives and support skill development across both tracks.
• Drive AI adoption across the team: model AI-assisted workflows, identify staff who are slow to adopt, and coach them to proficiency; elevate persistent adoption gaps to the Manager as a performance matter.
• Track AI mistakes and quality trends; route findings to the AI Knowledge & Support Operations Owner through the shared partnership.
• Maintain support procedures and ensure the clinical-review requirement is followed on every AI-assisted answer involving drug or clinical information.
• Team weekly scorecard: cases resolved, per-specialist productivity, resolution time, FCR, CSAT, reopened cases.
• Quality-review cadence maintained; AI-error feedback loop functioning (errors logged, routed, corrected).
• Coaching outcomes: representative skill progression and reduced avoidable escalations.

Required Skills

• Proven senior-level performance in front-line or technical support at FDB or equivalent.
• Coaching and mentoring capability; credibility with both representatives and consultants.
• Familiarity with common pharmacy terms is preferred, but not required.

Success Measures

• Team weekly scorecard: cases resolved, per-specialist productivity, resolution time, FCR, CSAT, reopened cases.
• Quality-review cadence maintained; AI-error feedback loop functioning (errors logged, routed, corrected).

About FDB

FDB is the leading provider of drug and medical device knowledge that helps healthcare professionals make precise decisions. With thousands of customers worldwide, FDB enables our information system developer partners to deliver valuable, useful, and differentiated solutions that help improve patient safety, operational efficiency, and healthcare outcomes. For a complete look at our solutions and services, please visit www.fdbhealth.com or follow us on and LinkedIn .

We value Integrity, Respect, Responsibility, Teamwork, and Creativity. Our offices in South San Francisco and Indianapolis have been awarded with Top Workplaces honors by The Bay Area News Group and the Indy Star, since 2016 (the Top Workplaces honors are based solely on the results of an employee feedback survey by a leading research firm that specializes in organizational health and workplace improvement). FDB offers competitive salaries and extensive benefits - including medical, dental, vision, long term disability, life insurance, and matching 401k.

We are an Equal opportunity employer - vets/disabled. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

First Databank, Inc. (FDB) endeavors to make www.fdbhealth.com accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please email [e-mail] . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

For more information about our commitment to equal employment opportunity, please visit EEO is the Law , EEO is the Law Supplement , Pay Transparency , and FDB EEO/AA Statement .

In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in San Francisco, CA, the reasonable estimate is $72,000 to $86,000. If hired in Carmel, IN, the reasonable estimate is $53,000 to $ $64,000. Please note this information is specific to those hired in location. If this role is open to candidates outside of location, the salary range would be aligned to that specific location. A final decision on the successful candidate’s starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education .

This role is also eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending savings account; paid holidays; paid time off; employee assistance program; and other company benefits.