• Manager of Customer Support

    Job Locations US-MD-Germantown
    Posted Date 4 days ago(10/11/2018 3:23 PM)
    Job ID
    Customer Service/Support
  • About DrFirst

    This is a great opportunity to be a part of a successful Healthcare IT company experiencing significant growth. We have a proven product, brand-name customers, significant revenue and growth, and are backed by leading investors. Here you'll get to work with some of the smartest and most interesting people around; solving unique and complex challenges in healthcare on a scale matched by few companies.


    Over 170,000 healthcare professionals, 67,000 pharmacies and 60% of the healthcare IT vendors in the market depend on us every day to manage medication safety and efficiency, reduce clinical errors, and improve patient outcomes.


    Our culture is entrepreneurial, team oriented, collaborative, and fast-paced. If you get excited about stretching yourself in new ways, developing yourself to your fullest potential, and care about working with smart colleagues; we want to talk to you!

    Position Overview

    As the Manager of Customer Support, you will focus on managing current processes and navigating change amongst the Tier 1 team in order to ensure a best in class experience for DrFirst customers.  This position will serve as a liaison between the Director of Customer Experience and the Tier 1 team. This position will work with individual representatives and with a focus on employee development.


    Who will love this job

    • A Driver - who works with purpose and passion; someone who will elevate our team through new perspectives, ideas, and solutions
    • A Builder - who enjoys building teams, new processes, systems, and structures as well as optimizing existing ones
    • A Trusted Advisor and Leader - who sets a high-bar, develops and grows his/her team to perform today and tomorrow, and liaises effectively with business partners and customers
    • A Collaborator - who recognizes the value of knowledge-sharing and customer focus that positions DrFirst to be a market leader
    • A Strategic Operationalist - who utilizes a data-driven approach to make decisions and set a clear strategy and operating plan for our support team to excel

    What you will work on

    • Mentoring: Teaching and coaching is an integral part of this role. We want people who want to share their experiences, best practices and knowledge to elevate the team as a whole.  Our support team is the first point of contact for our customers and is a reflection of the company. You will train new hires and mentor team leads.
    • Problem Solving: The problems we are solving are unique and complex. This takes critical thinking, root cause analysis, and issue dissection with the team to come up with the best solution.
    • Leading: You will manage and implement processes for new applications for DrFirst Operations and analyze opened cases and telephone conversations for process and employee improvement
    • Delivering. We are committed to providing world class service. Being skilled at managing competing priorities, driving Service Level Agreement expectations for customers and serving as point of Contact for VIP clients are keys to success.


    • Bachelor’s Degree
    • Ability to thrive in a high-pressure environment
    • Understanding DrFirst internal processes and procedures
    • Excellent analytical skills
    • Excellent management and communication skills
    • Exceptional customer service skills
    • Basic knowledge of Operating Systems
    • Attention to detail
    • Excellent follow-up skills        

    Physical Requirements

    • 20% standing and moving throughout the office
    • 80% desk work


    We offer comprehensive benefits to keep you healthy and happy as you grow in your life and career, and your merit-based compensation will reflect the impact your work has on the company and our customers. 


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