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Director, Support Delivery
Full-time
DrFirst empowers providers and patients to achieve better health through intelligent medication management, with solutions used by 420,000+ prescribers, 71,000 pharmacies and over 2,000 hospitals in the U.S.
Position Overview
The Director, Support Delivery is a senior leadership role accountable for agent performance, quality outcomes and escalation excellence across the customer support organization. This people-first role has direct accountability for performance across Tier 1, Tier 2, Tier 2 Engine and Solutions Specialist functions, while shaping a modernizing, AI-enabled delivery model.
What You Will Work On
Own agent performance outcomes and lead the manager layer including Quality and Escalation Leads.
Own customer-facing quality outcomes including CSAT, QA scores, reopen rate and escalation rate.
Build and maintain a formal escalation framework defining triage criteria, handling standards and SLAs.
Serve as the primary operational interface with Product on escalation intelligence and feedback loops.
Define agent competency standards across the capability ladder in partnership with Learning & Development.
Qualifications
7+ years in customer or technical support leadership, with 3+ years at director level.
Success leading multi-tiered support teams in SaaS, healthcare technology or similarly complex environments.
Active, daily use of AI tools (ChatGPT, Claude, Microsoft Copilot) in a professional setting, maintaining quality as automation handles increasing ticket volume.
Familiarity with Zendesk, Salesforce Service Cloud or comparable enterprise support platforms.
