Director, Support Delivery

DrFirst, Inc.; United States; On-site; USD 135,000 - 158,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision insurance

401K with company match

Paid time off (PTO)

Continuing education funds

Job summary

DrFirst, Inc. is seeking a Director of Support Delivery to lead their customer support organization. This senior leadership role involves owning agent performance, developing high-performing teams, and ensuring quality, escalation management, and product partnerships. Ideal candidates will have over 7 years of experience in customer support leadership, a strong background in coaching and development, and familiarity with AI tools. This position offers competitive compensation and comprehensive benefits including performance bonuses and 401K matching.

Qualifications

• 7+ years in customer/technical support leadership, with 3 years at director level.
• Experience in SaaS, healthcare technology, or similar environments.
• Ability to lead through change and build agent capabilities.

Responsibilities

• Own agent performance outcomes and develop manager layer.
• Drive consistent escalation handling and build quality frameworks.
• Partner with Product for escalation intelligence and feedback.

Skills

Customer support leadership

Coaching and development

Escalation frameworks

Product feedback loops

AI tools utilization

Education

Bachelor's degree

Advanced degree in business or operations

Tools

Zendesk

Salesforce Service Cloud

Job description

Position Overview

The Director, Support Delivery is a senior leadership role accountable for agent performance, quality outcomes, and escalation excellence across the DrFirst customer support organization. This role owns what happens inside every customer interaction: the quality of the response, the rigor of the escalation, and the development of the agent delivering it.

Who Will Love This Role

• A people first leader who builds high performing teams through structured coaching and clear competency standards rather than top down directives.
• A quality champion who treats CSAT, QA scores, and reopen rate as outcomes of disciplined practice, not metrics to chase after the fact.
• A systems builder who designs escalation frameworks and product feedback loops with the rigor of a process engineer.
• A cross functional partner who collaborates effectively with Product, L&D, and Workforce Management to deliver a unified customer experience.
• A change agile leader who builds while operating, comfortable shaping a modernizing support model and an AI enabled delivery environment.

What You Will Work On

Agent Performance and Team Leadership

• Own agent performance outcomes across Support agent levels 1 through 4 and Solutions Specialist functions.
• Lead and develop the manager layer including Quality Leads, Escalation Leads, and the Sr. Manager, Technical Support and Escalations, ensuring all are coaching to standard and managing performance with consistency.
• Establish and maintain a coaching culture where feedback is continuous, structured, and tied to defined competency criteria.
• Drive agent advancement through the capability ladder by ensuring managers calibrate against defined criteria and surface advancement ready agents on cycle.
• Own people decisions including hiring, performance management, and role transitions within the delivery team in partnership with HR and the VP.

Quality Ownership

• Own customer facing quality outcomes including CSAT, QA scores, reopen rate, and escalation rate across all support tiers.
• Champion quality as a discipline, not only a metric, ensuring the team understands the standard and has the coaching and tools to meet it consistently.
• Partner with Learning and Development to translate QA findings into targeted enablement, not score reporting alone.
• Build and maintain a formal escalation framework defining triage criteria, handling standards, resolution ownership, and SLA expectations by tier and case type.
• Ensure escalation decisions are made at the right level and confirm agents and leads are not holding cases requiring senior intervention.
• Partner with the Sr. Manager, Technical Support and Escalations to drive consistent escalation handling across Partner and Enterprise accounts.
• Establish and enforce clear criteria distinguishing a product escalation from a support execution issue.

Product Partnership and Escalation Intelligence

• Serve as the primary operational interface between the support delivery team and the Product organization on product related escalations.
• Own the Customer Product Reporting (CPR) process end to end: define intake criteria, maintain the tracking framework, and ensure patterns reach Product with sufficient context to drive action.
• Build a systematic feedback loop between support escalation trends and Product roadmap conversations, ensuring support signal informs prioritization beyond reactive bug reporting.
• Track escalation patterns by product, workflow, and customer segment to identify recurring failure points and advocate for resolution at the Product level.

Competency Standards and Agent Development

• Define and maintain agent competency standards across the capability ladder (L1 through L4 and Solutions Specialist) in partnership with Learning and Development.
• Ensure certification tracks are operationally relevant, consistently evaluated, and tied to advancement criteria.
• Serve as the primary voice of delivery in enablement planning, aligning training investments to real performance gaps rather than activity volume.
• Lead the bi annual agent advancement calibration process in partnership with the calibration review board.

Qualifications

• 7+ years of progressive experience in customer support or technical support leadership, with at least 3 years in a director level or equivalent role.
• Demonstrated success leading multi tiered support teams in a SaaS, healthcare technology, or similarly complex technical environment.
• Strong track record of building agent capability through structured coaching, defined competency standards, and performance accountability.
• Proven experience building or owning escalation frameworks, designing the structure through which escalations are handled and not only managing them.
• Direct experience partnering with Product teams on escalation feedback loops, bug intake processes, or product informed support operations.
• Experience owning customer facing quality metrics including CSAT, QA scores, and reopen or escalation rate.
• Proven ability to lead through change, comfortable building while operating in an organization actively modernizing its delivery model.
• Active, daily use of AI tools (ChatGPT, Claude, Microsoft Copilot, or similar) in a professional setting, including experience maintaining quality standards as automation handles increasing ticket volume.

Preferred Qualifications

• Advanced degree in business, operations, or a related field.
• Experience in healthcare technology or another regulated SaaS environment.
• Background using AI assisted QA, agent assist, or generative AI tooling within a contact center.
• Familiarity with Zendesk, Salesforce Service Cloud, or comparable enterprise support platforms.
• Experience in an organization scaling from product led to enterprise customer profiles.

Physical Requirements

• 90% Desk, phone, and virtual meeting work.
• 10% Travel to client sites, conferences, or internal team meetings.
• Competitive compensation, with a base salary of $135,000 to $158,000 (Exact compensation may vary based on skills and experience)
• Eligible for Company Performance based Bonus Program, based on individual and company performance
• Medical, dental, and vision insurance
• 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3 year vesting schedule
• HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
• 100% company paid short and long term disability, AD&D, and group life insurance
• Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
• Employee Assistance Program
• Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances