Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 8 days ago

Customer Support Lead

Hearst361 open roles

Pay
$53,000 – $86,000 a year
Where
Carmel, IN, United States; South San Francisco, CA, United States
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Support LeadHearst · Carmel, IN, United States; South San Francisco, CA, United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Hearst's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.5% of postings close within 7 days. Measured by our own scanner across the market. Hearst postings stay open a median of 3 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.6%3 days
  3. 13.5%7 days
  4. 21.8%14 days
  5. 36.6%30 days
  6. 58.9%60 days
This job: posted 8 days ago

Hearst median: 3 days open

The posting

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?

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.

Compensation

The base salary range below is the Company's good-faith estimate for this position in the posted work location at the time of posting. Final starting salary will be based on permissible, non-discriminatory factors, including but not limited to skills, experience, training, certifications, education, location and market considerations.

Base Salary Range:

$53,000—$86,000 USD

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Hearst's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Hearst's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Hearst's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.