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 health care 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 and energized. You’ll play an essential role in a successful company’s continued growth.

Are you ready for this exciting challenge?

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First Databank (FDB) is currently seeking a Customer Support Lead to join the Customer Solutions team. The Customer Support Lead plays a critical role in helping customers get timely answers, resolve issues, and make effective use of the solutions they rely on. FDB serves organizations across healthcare, including EHR vendors, pharmacies, hospitals, and pharmacy benefit managers.

The Lead handles customer inquiries and technical support through phone and email, takes ownership of 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 helping colleagues resolve complex cases, monitoring queue health and service levels, conducting case quality reviews, and identifying opportunities to improve processes, documentation, and the customer experience. This is a hands-on lead role that provides subject matter guidance and peer coaching and serves as an escalation point.

This position is based out of our Carmel, IN or South San Francisco, CA office and follows a hybrid work model, with an expectation to work on-site at least three days per week.

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 the 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.

Required Skills

• Strong customer service, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to explain information clearly to both 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.

Required Experience

• Five or more years of experience in customer service, technical support, or a related field.

Preferred Qualifications

• 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.

Accommodations

We are committed to an accessible application process. If you need an accommodation to apply, please contact [email protected]. This email address is for accommodation requests only.

Benefits

This role is also eligible for a competitive benefits package that includes medical, dental, vision, life and disability insurance; a 401(k) retirement plan; a flexible spending account; paid holidays; paid time off; an employee assistance program; and other company benefits.

Base Salary Range: 53000 - 86000 USD