{"id":2416873,"url":"https://alion.io/job/first-databank-inc-customer-support-lead","title":"Customer Support Lead","company":{"id":1892470,"name":"First Databank, Inc.","domain":"fdbhealth.com","url":"https://alion.io/company/fdbhealth-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":72000,"max":86000,"currency":"USD","period":"year","gross":null,"usd_annual":86000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":true}],"status":"live","first_seen_at":"2026-10-12T18:31:12Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T10:36:31Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"In Some Jobs You Take Orders. In This One, You Write History.\nJoin 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 healthcare 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.\nWe’re looking for people who are: Intelligent. Productive. Committed. Willing and able to go above and beyond. Passionate about making a difference. Innovative. Energized. And want to play an essential role in a successful company’s continued growth.\nAre you ready for this exciting challenge?\n____________________________________________________________________________________________\nFirst Databank (FDB) is currently seeking a Customer Support Lead in the Customer Solutions department. This role is a working lead who continues to handle customers while providing daily queue oversight, coaching, and quality leadership for the eight-person team. This role will serve as the operational bridge between the Manager, the front-line and technical teams, and the AI Knowledge & Support Operations Owner.\nThis position is based out of our San Francisco, CA or Carmel, IN office and follows a hybrid work model, with an expectation to work onsite at least three days per week.\nResponsibilities:\nHandle difficult and escalated customer cases directly; remain hands-on in the queue.\nMonitor the daily queue, balance workload, and ensure service levels are met.\nReview difficult cases and lead short, regular quality meetings.\nCoach front-line representatives and support skill development across both tracks.\nDrive AI adoption across the team: model AI-assisted workflows, identify staff who are slow to adopt, and coach them to proficiency; escalate persistent adoption gaps to the Manager as a performance matter.\nTrack AI mistakes and quality trends; route findings to the AI Knowledge & Support Operations Owner through the shared partnership.\nMaintain support procedures and ensure the clinical-review requirement is followed on every AI-assisted answer involving drug or clinical information.\nTeam weekly scorecard: cases resolved, per-specialist productivity, resolution time, FCR, CSAT, reopened cases.\nQuality-review cadence maintained; AI-error feedback loop functioning (errors logged, routed, corrected).\nCoaching outcomes: representative skill progression and reduced avoidable escalations.\nRequired Skills:\nProven senior-level performance in front-line or technical support at FDB or equivalent.\nCoaching and mentoring capability; credibility with both representatives and consultants.\nFamiliarity with common pharmacy terms is preferred, but not required.\nSuccess Measures:\nTeam weekly scorecard: cases resolved, per-specialist productivity, resolution time, FCR, CSAT, reopened cases.\nQuality-review cadence maintained; AI-error feedback loop functioning (errors logged, routed, corrected).\n____________________________________________________________________________________________\nAbout FDB:\nFDB is the leading provider of drug and medical device knowledge that helps healthcare professionals make precise decisions. With thousands of customers worldwide, FDB enables our information system developer partners to deliver valuable, useful, and differentiated solutions. We offer more than three decades of experience in transforming medical knowledge into actionable, targeted, and effective solutions that help improve patient safety, operational efficiency, and healthcare outcomes. For a complete look at our solutions and services, please visit www.fdbhealth.com or follow us onand LinkedIn.\nWe value Integrity, Respect, Responsibility, Teamwork, and Creativity. Our offices in South San Francisco and Indianapolis have been awarded with Top Workplaces honors by The Bay Area News Group and the Indy Star, since 2016 (the Top Workplaces honors are based solely on the results of an employee feedback survey by a leading research firm that specializes in organizational health and workplace improvement). FDB offers competitive salaries and extensive benefits - including medical, dental, vision, long term disability, life insurance, and matching 401k.\nWe are an Equal opportunity employer - vets/disabled. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.\nFirst Databank, Inc. (FDB) endeavors to make www.fdbhealth.comaccessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please email . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.\nFor more information about our commitment to equal employment opportunity, please visit EEO is the Law, EEO is the Law Supplement, Pay Transparency, and FDB EEO/AA Statement.\nIn accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in San Francisco, CA, the reasonable estimate is $72,000 to $86,000. If hired in Carmel, IN, the reasonable estimate is $53,000 to $ $64,000. Please note this information is specific to those hired in location. If this role is open to candidates outside of location, the salary range would be aligned to that specific location. A final decision on the successful candidate’s starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.\nThis role is also eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending savings account; paid holidays; paid time off; employee assistance program; and other company benefits.","description_format":"text","description_chars":6262,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Hybrid work","Life insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical AI","Financial Data & Market Intelligence"],"lifecycle":[{"event":"open","at":"2026-10-13T03:40:59Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":2,"green_card_filings_12m":0,"median_offered_wage_usd":112500,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":33,"reasons":["conf:2","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":86000,"is_top_pay":false},"html_url":"https://alion.io/job/first-databank-inc-customer-support-lead","json_url":"https://alion.io/job/first-databank-inc-customer-support-lead.json","meta":{"generated_at":"2026-10-13T12:48:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19936,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1892470},"rest":"https://alion.io/mcp/rest/get_company?id=1892470"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirst-databank-inc-customer-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirst-databank-inc-customer-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirst-databank-inc-customer-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/first-databank-inc-customer-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirst-databank-inc-customer-support-lead"}]}