About PharmaForce
PharmaForce is a leading provider of innovative pharmacy solutions, specializing in 340B Third Party Administration (TPA) and Pharmacy Benefit Management (PBM) services. We leverage cutting-edge technology and industry expertise to help healthcare providers, payers, and patients navigate the complex landscape of pharmacy management. Our mission is to enhance patient care and access to medications by optimizing pharmacy programs across the spectrum. At PharmaForce, we foster a culture of innovation and collaboration, continuously striving to develop solutions that make healthcare more accessible and affordable for all.
Position Overview
PharmaForce is seeking a Director of Client Support to lead and evolve our product and client support organization. This strategic leadership role will oversee all aspects of client-facing support operations, including the case management system, call center, SLA performance, escalation management, and client experience optimization.
The ideal candidate is an experienced, metrics-driven leader with a proven record of building scalable support operations in a SaaS environment, fostering cross-functional collaboration with Product, Engineering, and Implementation teams, and driving a culture of excellence, responsiveness, and customer satisfaction.
Key Responsibilities
Leadership & Strategy
- Lead a team of Client Support Leads, Specialists, and Technical Analysts in delivering exceptional client experiences across all PharmaForce product lines.
- Develop and execute a Support Operations strategy that aligns with PharmaForce’s growth, platform scalability, and customer success objectives.
- Partner with Product and Engineering teams to ensure proactive issue identification, root cause analysis, and long-term resolution planning.
- Define, monitor, and continuously improve KPIs and SLAs for case resolution, call center responsiveness, and client satisfaction.
Operational Excellence
- Manage the Salesforce Case Management platform, ensuring optimized workflows, accurate data capture, and efficient case routing and escalation.
- Oversee call center operations, including queue management, performance analytics, staffing optimization, and training.
- Develop and maintain standard operating procedures (SOPs), playbooks, and escalation frameworks to ensure consistency, compliance, and accountability across all support functions.
- Implement quality control measures to maintain excellence in client communications, documentation, and service delivery.
Client & Stakeholder Engagement
- Serve as a senior escalation point for key accounts and enterprise customers, ensuring timely and effective resolution of complex technical or operational issues.
- Collaborate with Account Management and Implementation teams to ensure smooth transitions from go-live into steady-state support.
- Champion a “voice of the customer” feedback loop to drive platform enhancements, service improvements, and product roadmap alignment.
- Represent Client Support in cross-functional leadership forums, executive reviews, and strategic client discussions.
Team Development
- Foster a culture of continuous Recruit, mentor, and develop high-performing support leaders and specialists with clear growth pat
- improvement, collaboration, and client advocacy within the Support organization.
- Lead training and development initiatives to strengthen product knowledge, technical troubleshooting, and customer communication skills across the team.
Requirements
- 7+ years of experience leading SaaS client support or technical support operations, with at least 3 years in a senior leadership capacity.
- Proven expertise managing support ticketing systems (Salesforce Service Cloud required) and call center performance metrics.
- Strong understanding of SLA design, measurement, and optimization, with experience scaling support operations in a high-growth SaaS organization.
- Demonstrated success in driving operational efficiency, process improvement, and automation within support ecosystems.
- Excellent communication, organizational, and leadership skills, with the ability to influence across functions and executive levels.
- Passion for customer success, data-driven decision making, and operational excellence.
Preferred Qualifications
- Experience in healthcare technology, 340B program administration, or other pharmacy technology environments.
- Prior experience managing hybrid support teams including call center, technical support, and data operations functions.
- Experience with Salesforce dashboards, reporting, and workflow automation.
- Familiarity with customer satisfaction measurement tools (e.g., CSAT, NPS) and continuous improvement methodologies (e.g., Lean, Six Sigma).
What We Offer
At PharmaForce, we value our employees and offer a comprehensive package to support your career growth and well-being:
- Competitive salary commensurate with experience
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Collaborative and innovative work environment
- Remote-friendly work environment
Work Environment
- Location: Remote
- Travel: No
- Schedule: Full-Time
How to Apply
Interested candidates should submit your resume to Careers@thepharmaforce.com with the subject line "Director of Client Support - [Your Name]"
Equal Opportunity Employer
PharmaForce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic.