Director, Customer Service

To apply please visit: is America''s healthcare marketplace. Each month, millions people visit 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:We''re looking for an experienced Director to scale and lead our growing Customer Service team. You will operationalize our vision for live customer support and proactive outreach to our growing customer base. First and foremost, you understand our customers, and you want to help them. You are a curious and quick learner, and you''ll quickly master our niche within the healthcare ecosystem. You''ll oversee our service teams, including front-line teams (we partner with an onshore vendor), escalations, and social support (total of >250 people). You''re a passionate and accomplished people manager, coach, and mentor. You''re data-driven, and have the experience to set up and drive to service- and experience-oriented KPIs. Your team will be a primary input to the Voice of the Customer to the rest of GoodRx, so you will bring experience and know-how around tapping into the voice of our customers and sharing it in actionable ways with our partners around the company.Responsibilities:Direct and be accountable for the performance of GoodRx''s inhouse and outsourced proactive and reactive support teams, ensuring we have happy, loyal reps and delighted and loyal customers across all our verticals.Recruit, onboard, train, and mentor a team of leads and managers who aspire to be the industry''s most innovative service professionals and leaders.Select and manage BPO vendors that will embody the GoodRx values and strategically extend the GoodRx workforce.Partner with Marketing and other functions to ensure we have a holistic strategy for social support.Partner with our Growth teams to operationalize new, proactive, revenue-generating strategies for GoodRx, and which help customers get more value.Leverage innovative, data-driven target-setting, tools, and KPIs to ensure we have a pulse on the team and its operations.Collaborate with other PA leaders to develop content, training, and quality programs that support your vision for the team.Understand and advocate for your teams'' needs for sophisticated internal tools so they can do a great job and love their work.Manage the customer service budget.Serve as the escalation path for customer support issues and proactively follow-up with unsatisfied customers to ensure issue resolution and customer satisfaction.Experience automating processes to drive better customer experiences, revenue, and agent efficiency.Skills & Qualifications:5+ years of experience as a senior manager/director of customer services and customer success teams in high-growth tech companies.10+ years of diverse customer support domain experience.Demonstrated track record of hiring and coaching high-potential people.Deep and broad experience with key support tools (e.g. SFDC, Zendesk, Amazon Connect, Qualtrics, chat tools, etc.).Experience managing and finessing the relationship with onshore BPO partners.Have led support teams at the scale of 200-300 agents and 1M contacts/year.High EQ and cultural leadership skills.Possess exceptional verbal and written communication skills.Experience with multiple customer service channels including call center, social media, chat, phone, and email operations.Facilitate changes around new processes and technology by adhering to change management principles in a continually evolving environment.Bonus Points:Have led Customer Success, BDR, and/or Sales-oriented teams.Prior experience in healthtech.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 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 To apply please visit:

Created: 2026-03-07