Customer Support Lead

Customer Support Lead

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; escalate 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).