Customer Support Lead

Hearst Health

. Handle difficult and escalated customer cases directly while remaining hands-on in the queue .

Posted 10/13/2026full-timeSan Francisco • California • United StatesSenior💰 $72,000 - $86,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in handling escalated customer cases and driving AI adoption within support teams. Proven ability to coach and mentor representatives while maintaining quality standards and performance metrics.

Highest-signal resume keywords

Customer SupportCoaching And MentoringAI AdoptionQuality ReviewPerformance Metrics

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportAI-Assisted WorkflowsQuality AssuranceCase ResolutionProductivity Tracking

Soft Skills

Interpersonal CommunicationLeadershipProblem SolvingTeam Collaboration

Industry Keywords

Pharmacy TermsClinical ReviewCustomer Satisfaction (CSAT)First Contact Resolution (FCR)Escalation Management

About the role

Key responsibilities & impact

Handle difficult and escalated customer cases directly while remaining hands-on in the queue
Monitor the daily queue, balance workload, and ensure service levels are met
Review difficult cases and lead short, regular quality meetings
Coach front-line representatives and support skill development across both tracks
Drive AI adoption across the team by modeling AI-assisted workflows and coaching staff to proficiency
Escalate persistent AI adoption gaps to the Manager as a performance matter
Track AI mistakes and quality trends and route findings to the AI Knowledge & Support Operations Owner
Maintain support procedures and ensure clinical review for every AI-assisted answer involving drug or clinical information
Maintain team scorecards covering cases resolved, productivity, resolution time, FCR, CSAT, and reopened cases
Maintain quality-review cadence and the AI-error feedback loop
Support representative skill progression and reduce avoidable escalations

Requirements

What you’ll need

Proven senior-level performance in front-line or technical support at FDB or equivalent
Coaching and mentoring capability
Credibility with both representatives and consultants
Familiarity with common pharmacy terms preferred, but not required
Ability to work onsite at least three days per week
Ability to work in San Francisco, CA or Carmel, IN

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Long-term disability insurance
Life insurance
Matching 401(k)
Flexible spending savings account
Paid holidays
Paid time off
Employee assistance program
Other company benefits
Competitive benefits package