Tier 1 Customer Support Lead

DrFirst; United States; Remote; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401K with company match

HSA contributions

Disability insurance

PTO 18 days + holidays

Continuing Education funds

Job summary

DrFirst is seeking a remote Tier 1 Support Lead to manage a team delivering multi-channel customer service. You will guide the team toward first contact resolution and measurable goals, working with DrFirst's solution suite and applying strong policies and procedures.

Ideal candidates have leadership experience, healthcare customer service background, and the ability to interpret analytics for continuous improvement. This fully remote role emphasizes consistency and agile change adoption.

Qualifications

• Proven customer service and client relations skills, preferably in healthcare.
• Strong verbal and written communication skills.
• Effective 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.
• Schedule flexibility as needed.

Responsibilities

• Answer questions and manage real-time situations to achieve goals and deliver exceptional customer experiences.
• Analyze real-time and long-term trends to provide insights for objectives.
• Coach and mentor new and existing representatives.
• Refine support processes and keep procedure updates current.
• Maintain clear communication with customers and provide timely updates.
• Escalate unresolved issues to the appropriate units with clear procedures.
• Conduct QA assessments and lead coaching sessions for growth.
• Perform regular performance reviews and goal check-ins.
• Create and update Standard Operating Procedures (SOPs).
• Collaborate with Support leadership to drive change and strategic thinking.

Skills

Customer service

Client relations

Verbal communication

Written communication

Leadership

Team management

Project leadership

Scheduling flexibility

Job description

About DrFirst

Dr First is a rapidly growing Healthcare IT company, offering a unique opportunity to make a significant impact in the healthcare industry. Our cutting-edge applications and programs enhance prescription safety and efficiency, serving over 300,000 healthcare professionals, 67,000 pharmacies, and 60% of healthcare IT vendors in the market. Backed by leading investors, we provide an environment where you can collaborate with some of the brightest minds, tackling complex healthcare challenges on an unmatched scale.

Our support team operates 100% within the continental United States and provides coverage 24 hours a day, 7 days a week, 365 days a year, including holidays. Though we offer flexible schedules, we promote schedule consistency.

If you are passionate about pushing boundaries, developing your potential, and working with a dynamic team, we want to hear from you!

Position Overview

The DrFirst Tier 1 Support Lead is a steppingstone into people leadership where you can sharpen your desire to inspire a team and is perfect for someone ready to embrace agility and drive business change. As a Tier 1 Customer Support Lead, you will manage a team of Tier 1 Support representatives who spend much of their day interacting with our customers through various channels such as phone, chat, and webform. Your goal is to guide the team to deliver exceptional customer service while striving to provide first contact resolution (FCR) and achieve both team and individual goals set forth by the Support Organization. You can effectively support all products in the DrFirst solution suite, and you have a strong understanding of support policies and procedures. You will help manage omni-channel queues real time and will be able to interpret and make smart decisions based on the analytics provided. You will play a critical role in questioning current efficiencies, challenging the status quo, and leveraging metrics to redefine excellence. Your leadership will not only enhance the team’s performance but also empower them to engage in business change and development.

What you will work on

• 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.

Qualifications

• Proven customer service and client relations skills, preferably in the healthcare industry.
• 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.

Physical Requirements

This role is 100% remote.

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.

We are looking for a highly motivated and results-oriented individual to join our growing team. If you are passionate about the customer experience and have a strong technical background, we encourage you to apply!

Benefits

• Competitive compensation, with a base salary of $50,000 - $60,000 (Exact compensation may vary based on skills and experience)
• Eligible for a Discretionary Performance-based bonus
• 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

DrFirst is committed to being a Remote-First company, creating a dynamic and flexible workplace where everyone thrives, no matter where they log in from. Check out our approach to remote work: https://drfirst.com/company/about-us/careers/.

Our recruitment process at DrFirst is straightforward and secure. You will only be contacted by our recruitment team through an official @drfirst.com email address. We will never ask you for payment or sensitive personal information, such as your social security number or banking details, at any stage of the hiring process. Additionally, we will not request that you purchase equipment or accept e-checks or checks for deposit. If you encounter any communications claiming to be from DrFirst that seem suspicious, please contact our recruitment team directly at [e-mail] to verify the message’s authenticity. Your security is important to us!

Learn more about our benefits and professional development opportunities: https://drfirst.com/company/about-us/careers/the-perks/.

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