Remote Tier 1 Support Lead — Healthcare IT

RXinsider LTD.; United States; Remote; USD 50,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

Medical, dental, and vision insurance

401K with company match

HSA contributions

Disability insurance

Paid time off

Education funds

Voluntary benefits

Job summary

DrFirst is seeking a Remote Tier 1 Support Lead to manage a nationwide team delivering first-contact resolution across phone, chat, and webform channels. Lead real-time queues, coach staff, and optimize processes to elevate customer experiences and service metrics.

You will analyze trends, drive improvements, and collaborate with leadership to implement SOPs and strategic changes within the support org. Remote-first culture with competitive benefits.

Qualifications

• Proven customer service and client relations skills.
• Effective verbal and written communication skills.
• Strong PC and internet technology experience.
• Ability to work independently and as part of a team.
• Demonstrated people leadership abilities.
• Demonstrated projects or initiative leadership abilities.
• Ideal candidate will have experience participating in business base presentations or issue presentations, translating these into strategic initiatives for application.
• Schedule flexibility as needed.

Responsibilities

• Being available to your team by answering questions and managing real-time situations to achieve set goals and deliver exceptional customer experiences.
• Analyzing real-time, daily, and long-term trends to provide insights that help the team meet their objectives.
• Coaching and mentoring new and existing representatives to enhance their skills and performance.
• Implementing and refining support processes and ensuring the customer facing teams are always up to date with new and existing procedures.
• Maintain clear and consistent communication with customers, providing timely updates and resolutions.
• Take initiative on potential problems and plan to address and monitor for success/improvement.
• Escalating unresolved customer issues to the appropriate business units and ensuring the team understands escalation procedures.
• Conduct quality assurance assessments for representatives and lead one-on-one coaching sessions to foster continuous growth and development.
• Perform regular performance reviews and goal check-in meetings.
• Creating and updating Standard Operating Procedures (SOPs) to enhance team knowledge.
• Collaborating with the Support leadership team to drive change and adopt a strategic mindset, focusing on continuous process evaluation and enhancement.

Skills

Customer service

Client relations

Verbal communication

Written communication

Tech literacy

Independent worker

Team player

Leadership

Project leadership

Strategic presentations

Flexibility

Job description

DrFirst is seeking a Remote Tier 1 Support Lead to manage a nationwide team delivering first-contact resolution across phone, chat, and webform channels. Lead real-time queues, coach staff, and optimize processes to elevate customer experiences and service metrics.

You will analyze trends, drive improvements, and collaborate with leadership to implement SOPs and strategic changes within the support org. Remote-first culture with competitive benefits.