Tier 1 Customer Support Lead

About DrFirst

Here is a remarkable chance for you to join a thriving Healthcare IT company with established products, prestigious clients, substantial revenue, blue chip institutional investors, and continuous growth.  At DrFirst, you will collaborate with brilliant minds, tackling unique healthcare challenges on an unprecedented scale.  Our culture is entrepreneurial, collaborative, and fast-paced—ideal for those who seek personal and professional growth while working alongside intelligent colleagues. If you're enthusiastic about pushing your limits, unlocking your potential, and thriving in a dynamic team, we're eager to connect with you!

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

• One year of related work experience with DrFirst products and tools.
• 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!

#LI-GF1 #LI-Remote 

Benefits

• Competitive compensation, with a base salary of $50,000 - $65,000 (Exact compensation may vary based on skills and experience)
• Eligible for 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 can thrive, no matter where they log in from. Check out our approach to remote work https://drfirst.com/company/about-us/careers/.

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