Position Overview
The Director, Support Delivery is a senior leadership role accountable for agent performance, quality outcomes, and escalation excellence across the DrFirst customer support organization. This role owns what happens inside every customer interaction: the quality of the response, the rigor of the escalation, and the development of the agent delivering it.
This is a people first leadership role with direct accountability for performance outcomes across Tier 1, Tier 2, Tier 2 Engine, and Solutions Specialist functions. The Director, Support Delivery partners with Learning and Development on agent enablement and certification, with the Workforce Management Specialist on capacity execution, and serves as the primary interface with the Product organization on escalation intelligence and feedback loops.
Who Will Love This Role
- A people first leader who builds high performing teams through structured coaching and clear competency standards rather than top down directives.
- A quality champion who treats CSAT, QA scores, and reopen rate as outcomes of disciplined practice, not metrics to chase after the fact.
- A systems builder who designs escalation frameworks and product feedback loops with the rigor of a process engineer.
- A cross functional partner who collaborates effectively with Product, L&D, and Workforce Management to deliver a unified customer experience.
- A change agile leader who builds while operating, comfortable shaping a modernizing support model and an AI enabled delivery environment.
What you will work on
Agent Performance and Team Leadership
- Own agent performance outcomes across Support agent levels 1 through 4 and Solutions Specialist functions.
- Lead and develop the manager layer including Quality Leads, Escalation Leads, and the Sr. Manager, Technical Support and Escalations, ensuring all are coaching to standard and managing performance with consistency.
- Establish and maintain a coaching culture where feedback is continuous, structured, and tied to defined competency criteria.
- Drive agent advancement through the capability ladder by ensuring managers calibrate against defined criteria and surface advancement ready agents on cycle.
- Own people decisions including hiring, performance management, and role transitions within the delivery team in partnership with HR and the VP.
Quality Ownership
- Own customer facing quality outcomes including CSAT, QA scores, reopen rate, and escalation rate across all support tiers.
- Champion quality as a discipline, not only a metric, ensuring the team understands the standard and has the coaching and tools to meet it consistently.
- Partner with Learning and Development to translate QA findings into targeted enablement, not score reporting alone.
Escalation Framework
- Build and maintain a formal escalation framework defining triage criteria, handling standards, resolution ownership, and SLA expectations by tier and case type.
- Ensure escalation decisions are made at the right level and confirm agents and leads are not holding cases requiring senior intervention.
- Partner with the Sr. Manager, Technical Support and Escalations to drive consistent escalation handling across Partner and Enterprise accounts.
- Establish and enforce clear criteria distinguishing a product escalation from a support execution issue.
Product Partnership and Escalation Intelligence
- Serve as the primary operational interface between the support delivery team and the Product organization on product related escalations.
- Own the Customer Product Reporting (CPR) process end to end: define intake criteria, maintain the tracking framework, and ensure patterns reach Product with sufficient context to drive action.
- Build a systematic feedback loop between support escalation trends and Product roadmap conversations, ensuring support signal informs prioritization beyond reactive bug reporting.
- Track escalation patterns by product, workflow, and customer segment to identify recurring failure points and advocate for resolution at the Product level.
Competency Standards and Agent Development
- Define and maintain agent competency standards across the capability ladder (L1 through L4 and Solutions Specialist) in partnership with Learning and Development.
- Ensure certification tracks are operationally relevant, consistently evaluated, and tied to advancement criteria.
- Serve as the primary voice of delivery in enablement planning, aligning training investments to real performance gaps rather than activity volume.
- Lead the bi annual agent advancement calibration process in partnership with the calibration review board.
Qualifications
- 7+ years of progressive experience in customer support or technical support leadership, with at least 3 years in a director level or equivalent role.
- Demonstrated success leading multi tiered support teams in a SaaS, healthcare technology, or similarly complex technical environment.
- Strong track record of building agent capability through structured coaching, defined competency standards, and performance accountability.
- Proven experience building or owning escalation frameworks, designing the structure through which escalations are handled and not only managing them.
- Direct experience partnering with Product teams on escalation feedback loops, bug intake processes, or product informed support operations.
- Experience owning customer facing quality metrics including CSAT, QA scores, and reopen or escalation rate.
- Proven ability to lead through change, comfortable building while operating in an organization actively modernizing its delivery model.
- Active, daily use of AI tools (ChatGPT, Claude, Microsoft Copilot, or similar) in a professional setting, including experience maintaining quality standards as automation handles increasing ticket volume.
- Bachelor degree required.
Preferred Qualifications
- Advanced degree in business, operations, or a related field.
- Experience in healthcare technology or another regulated SaaS environment.
- Background using AI assisted QA, agent assist, or generative AI tooling within a contact center.
- Familiarity with Zendesk, Salesforce Service Cloud, or comparable enterprise support platforms.
- Experience in an organization scaling from product led to enterprise customer profiles.
Physical Requirements
- 90% Desk, phone, and virtual meeting work.
- 10% Travel to client sites, conferences, or internal team meetings.
#LI-GF1 #LI-Remote
Benefits
- Competitive compensation, with a base salary of $135,000 to $158,000 (Exact compensation may vary based on skills and experience)
- Eligible for Company Performance based Bonus Program, based on individual and company performance
- Medical, dental, and vision insurance
- 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3 year vesting schedule
- HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
- 100% company paid short and long term disability, AD&D, and group life insurance
- Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
- Employee Assistance Program
- Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
- Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances
DrFirst is committed to being a Remote First company, creating a dynamic and flexible workplace where everyone thrives, no matter where they log in from. Check out our approach to remote work at https://drfirst.com/company/about-us/careers/.
