Customer Support Lead

Hearst•South San Francisco, CA

7d•$53,000 - $86,000

About The Position

First Databank (FDB) is seeking a Customer Support Lead in its Customer Solutions department. FDB serves healthcare organizations, including EHR vendors, pharmacies, hospitals, and pharmacy benefit managers. The role helps customers receive timely answers, resolve issues, and use FDB products and services effectively as they evolve. This hands-on lead provides customer and technical support by phone and email, owns cases through resolution, and coordinates with internal teams when additional expertise is needed. The Lead also supports the day-to-day effectiveness of the Customer Support team by serving as an escalation point and subject matter resource, coaching peers, monitoring queue health and service measures, reviewing case quality, and identifying opportunities to improve processes, documentation, and the customer experience.

Requirements

Five or more years of experience in customer service, technical support, or a related field.
Strong customer service, troubleshooting, and problem-solving skills.
Excellent written and verbal communication skills, including the ability to explain information clearly to clinical and non-clinical audiences.
Sound judgment, empathy, and professionalism when handling customer concerns and escalations.
Strong organization and time-management skills, including the ability to prioritize competing work and follow through independently.
Ability to work effectively both independently and as part of a collaborative team.
Proficiency with approved AI-enabled tools for research, case summarization, and drafting, with the judgment to verify outputs and follow company policies for customer and confidential information.

Nice To Haves

Experience working with electronic health record (EHR) systems.
Familiarity with supporting customers who use APIs, including helping troubleshoot integration or data exchange questions.
Experience in healthcare, pharmacy, or hospital environments, or familiarity with related workflows.
Experience supporting software, healthcare data, or other technical products.
Familiarity with case management or customer support systems and basic database concepts.
Experience coaching peers, reviewing case quality, monitoring service measures, or improving support processes.

Responsibilities

Provide front-line customer support by phone and email, including technical support, feature and functionality guidance, and application troubleshooting.
Own customer cases from intake through resolution, keeping customers informed about status, next steps, and expected follow-up.
Troubleshoot complex or recurring issues and coordinate with internal teams to reach timely resolutions.
Serve as a day-to-day resource for Customer Support colleagues on case handling, troubleshooting, processing questions, and FDB products.
Provide peer coaching and feedback and help identify team training needs and opportunities to strengthen product and process knowledge.
Monitor the support queue and relevant service measures, identify emerging risks, and help ensure cases receive appropriate and timely attention.
Identify patterns in customer inquiries, issues, and feedback, and raise recurring or high-impact concerns to management and appropriate internal teams.
Help develop, maintain, and improve support processes, knowledge resources, and customer-facing documentation.
Represent Customer Support in cross-functional initiatives and share customer insights that can inform product, process, and service improvements.
Take on special projects and other customer support responsibilities as assigned.