Director, Support Delivery

About DrFirst

For 25 years, DrFirst has empowered providers and patients to achieve better health through intelligent medication management. We improve healthcare workflows and help patients start and stay on therapy with end-to-end solutions enhancing prescription access, affordability, and adherence. Our solutions help 100 million patients a year and are used by more than 420,000 prescribers, 71,000 pharmacies, 270 EHRs and health information systems, and over 2,000 hospitals in the U.S. This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth.

Position Overview

The Director, Support Delivery is a senior leadership role accountable for agent performance, quality outcomes, and escalation excellence across the DrFirst customer support organization. This role owns what happens inside every customer interaction: the quality of the response, the rigor of the escalation, and the development of the agent delivering it. This is a people first leadership role with direct accountability for performance outcomes across Tier 1, Tier 2, Tier 2 Engine, and Solutions Specialist functions. The Director, Support Delivery partners with Learning and Development on agent enablement and certification, with the Workforce Management Specialist on capacity execution, and serves as the primary interface with the Product organization on escalation intelligence and feedback loops.

Who Will Love This Role

• A people first leader who builds high performing teams through structured coaching and clear competency standards rather than top down directives.
• A quality champion who treats CSAT, QA scores, and reopen rate as outcomes of disciplined practice, not metrics to chase after the fact.
• A systems builder who designs escalation frameworks and product feedback loops with the rigor of a process engineer.
• A cross functional partner who collaborates effectively with Product, L&D, and Workforce Management to deliver a unified customer experience.
• A change agile leader who builds while operating, comfortable shaping a modernizing support model and an AI enabled delivery environment.

What You Will Work On

• Agent Performance and Team Leadership
• Quality Ownership
• Escalation Framework
• Product Partnership and Escalation Intelligence
• Competency Standards and Agent Development

Qualifications

• 7+ years of progressive experience in customer support or technical support leadership, with at least 3 years in a director level or equivalent role.
• Demonstrated success leading multi-tiered support teams in a SaaS, healthcare technology, or similarly complex technical environment.
• Strong track record of building agent capability through structured coaching, defined competency standards, and performance accountability.
• Proven experience building or owning escalation frameworks, designing the structure through which escalations are handled and not only managing them.
• Direct experience partnering with Product teams on escalation feedback loops, bug intake processes, or product informed support operations.
• Experience owning customer facing quality metrics including CSAT, QA scores, and reopen or escalation rate.
• Proven ability to lead through change, comfortable building while operating in an organization actively modernizing its delivery model.
• Active, daily use of AI tools (ChatGPT, Claude, Microsoft Copilot, or similar) in a professional setting, including experience maintaining quality standards as automation handles increasing ticket volume.
• Bachelor degree required. Advanced degree in business, operations, or a related field preferred.
• Experience in healthcare technology or another regulated SaaS environment preferred.
• Background using AI assisted QA, agent assist, or generative AI tooling within a contact center preferred.
• Familiarity with Zendesk, Salesforce Service Cloud, or comparable enterprise support platforms preferred.
• Experience in an organization scaling from product led to enterprise customer profiles preferred.

Physical Requirements

• 90% Desk, phone, and virtual meeting work.
• 10% Travel to client sites, conferences, or internal team meetings.

Benefits

• Competitive compensation, with a base salary of $135,000 to $158,000 (Exact compensation may vary based on skills and experience).
• Eligible for Company Performance based Bonus Program, based on individual and company performance.
• 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.