Director, Customer Support

About DrFirst

Since 2000, DrFirst has pioneered healthcare technology solutions and consulting services that securely connect people at every touchpoint of care to improve patient outcomes.

Headquartered in Rockville, Maryland, DrFirst creates unconventional solutions that shatter information silos and solve care collaboration, medication management, price transparency, and adherence challenges in healthcare.

Our technology can be used as stand-alone solutions or integrated within the workflow of electronic health records and health information systems. DrFirst products are used by over 300,000 healthcare providers, including more than 220,000 prescribers, in hospitals, clinics, and private practices throughout the U.S. and Canada.

Position Overview

The Director of Customer Support at DrFirst will be a hands-on, inspiring, and forward-thinking leader of the Operations team. Reporting to the Vice President of Operations, you will lead the delivery of all aspects of our Customer Support teams in an omni channel environment (I.e., phone, email, chat, cases, etc.) including the development of people, managing their performance, and ensuring that the conditions for success are in place. This also includes delivering the right outcome for our customers, upholding the DrFirst brand, providing positive employee experience and maximizing revenue while managing costs.

What you will work on

What you will do:

• Evaluate and continue to develop our high-performing team by defining talent needs.
• Retain top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things, and supported in working together to solve problems.
• Lead the scaling of the team in a hyper-growth environment; this includes managing the team’s change resilience and minimizing performance impacts that can be associated with change.
• Accountable for the day-to-day operations and performance of our Customer Support teams including the qualitative and quantitative targets to improve overall customer experience and productivity across the team.
• Consistently improve the Customer Experience across our key channels and products by using insights on NPS, CSAT, CES and other identified metrics.
• Deliver defined Objectives and Key Results (OKRs) and performance against company goals.
• Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring teams adhere to regulatory and compliance requirements.

Qualifications

What We Look For:

• 7 years of experience within a management or leadership position and preferably will have previous experience working in a sophisticated operational or transactional processing role.
• Thrives in a fast-paced environment with constant change and rapidly growing team; can make measured, objective, data-driven decisions.
• Proven record of accomplishment delivering extremely high levels of satisfaction across a customer base while also taking pride in driving operational efficiencies.
• Forward thinking approach with the ability to problem solve sophisticated issues to drive shared goals and outcomes across internal and external teams.
• Demonstrates partnership, relationship-building and driving mutual understanding at all levels of an organization.
• Experience in building world-class teams by developing empathetic people managers and a team of customer advocates and product evangelists.
• Maintains composure and acts as a role model to the team when presented with barriers or when results were not as expected.
• Strong customer empathy and service level focus.

Physical Requirements

#LI-REMOTE

Benefits

We offer comprehensive benefits to keep you healthy as you grow in your life and career. Your merit-based compensation will reflect the impact your work has on the company and our customers.  Learn more about our benefits and professional development opportunities below.

• Competitive Base Salary
• Accrued annual paid time off (PTO)
• Parental Leave
• Medical and dental insurance with access to convenient video visits 24/7 under medical plan
• 401(K) plan with a company match 
• Employee Assistance Program
• Health Savings Account (HSA) and a generous company contribution 
• 100% Company-paid short and long-term disability, AD&D, and group life insurance
• Voluntary benefits include Flexible Spending Account (FSA), Vision, Group accident, Critical Illness, Aflac, College Tuition  
• Commuter Benefits 
• Dependents are eligible for coverage up to age 26 on medical, dental and vision plans

DrFirst is An Equal Opportunity Employer and are committed to providing equal opportunities in employment and creating an inclusive work environment.