GoodRx is America’s healthcare marketplace. Each month, millions people visit goodrx.com to find reliable health information and discounts for their healthcare — and we’ve helped people save $30 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.

Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!

About the Role 

GoodRx is looking for a Senior Director, Customer Support Operations to lead our Patient Advocacy department. In this role, you will be responsible for delivering a best-in-class support experience to tens of thousands of customers every month. You will develop a close understanding of the product in order to deliver high quality support via email, voice and chat while overseeing the implementation of new support channels, specialized teams and more.  You will oversee our in-house training, escalations, quality, content, customer insights and program development teams as well as an outsourced contact center. You will work to foster an exceptional team culture that is dedicated to the GoodRx mission and to providing a personalized, empathetic and informed support experience. You will leverage data and feedback from customers to continuously innovate and to achieve operational excellence.  We are looking for a strong leader, communicator and problem-solver with a passion for customer support who thrives in a fast-paced environment.

Responsibilities:

● Set the strategy for customer support programs, including communication channel, team structure, tooling needs and data collection processes

● Work with our product team to prioritize features necessary to deliver high-quality experiences to customers

● Become a subject matter expert for new and existing features and the primary point of contact for our product team during planning and implementation

● Establish clear channels of communication with cross-functional teams to determine tooling needs and requirements

● Interface with external partners, lead conversations and oversee multiple projects

● Coordinate with external partners and internal teams to create solutions to cross-functional problems; including processes, product changes, internal tool adjustments or staffing requirements

● Review contracts, agreements and project plans to ensure the inclusion of customer support operation needs

● Optimize customer facing and internal content delivery across products and platforms

● Streamline customer data collection and presentation to provide detailed customer insights to internal cross-functional teams

● Stay up to date with industry trends and best practices related to customer support

● Be consistently excited about providing world-class support to thousands of customers every month

Skills & Qualifications

● 8+ years in customer support / customer success

● 8+ years of leading and scaling a growing team within a technology, SaaS or internet-based company

● Experience overseeing an outsourced support team of 100+ agents

● Strong leadership, problem-solving and decision making abilities

● Excellent communication skills, organizational and analytical skills

● Experience working with cross-functional teams including customer support, business intelligence, product and external partners

● Passionate about solving complex issues to deliver an exceptional customer experience

● Strong use of analytics, customer research and business cases to drive decisions and improve customer experiences

Preferred Qualifications

● Experience working with ZenDesk

● Experience working with Salesforce

● Experience working in the healthcare industry

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $30 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.