Customer Support Lead

CDS Global•San Francisco, CA

2d•$53,000 - $86,000•Hybrid

About The Position

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.

Requirements

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.

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.