This position is available to candidates located in: California, Colorado, Florida, Oregon, Rhode Island, Vermont, Virginia, or Washington ONLY
About the Role
We're looking for a Customer Service Manager to lead our remote support team and help us build a best-in-class patient experience. You'll own day-to-day operations, develop our performance metrics framework, and coach a team of representatives and supervisors to deliver exceptional care at scale.
What We're Looking For
We hire people who reflect our values:
- Reliable - You show up, plan ahead, and follow through.
- Hardworking - You believe in the mission and know big goals take a team.
- Detail-Oriented - This is pharmacy. Accuracy matters every single time.
- Eager to Learn - You ask questions, share knowledge, and stay curious.
- Adaptable - We're a startup. Things move fast and you move with them.
- Team Player - You're here to deliver an exceptional experience for our patients and partners.
Online customer service experience and weekend availability are required.
What You'll Do
Team Leadership
- Lead, coach, and develop a remote team of Customer Service Representatives and Supervisors
- Own hiring, onboarding, and training as the team grows
- Conduct regular 1:1s and performance reviews to keep the team aligned and improving
- Serve as the escalation point for complex or sensitive patient issues
- Foster a culture of accountability, continuous improvement, and customer-centered service
Operations and Quality
- Oversee daily operations across phone, email, and chat to ensure consistent, high-quality interactions
- Develop and refine SOPs, escalation workflows, and quality assurance processes
- Monitor service levels and staffing coverage, adjusting in real time as needed* Ensure all workflows are documented and updated as changes are implemented
Metrics and Performance
- Build and own our performance metrics framework, including KPIs for CSAT, handle time, first contact resolution, and SLA adherence
- Create reporting cadences that give leadership clear visibility into team health
- Use data to identify gaps, set targets, and drive continuous improvement
Cross-Functional Partnership
- Partner with pharmacy, operations, and product teams to surface and resolve systemic issues
- Translate patient feedback trends into actionable recommendations for the broader org
- Champion the patient voice in internal decisions
Qualifications
Required
- 3+ years managing a customer service team, ideally in a remote environment
- Track record of building or improving performance metrics programs
- Experience running multi-channel support operations (phone, email, chat)
- Strong data literacy with the ability to turn metrics into clear action plans
- Excellent written and verbal communication skills
- Comfortable in a fast-paced startup where priorities shift
- Weekend availability as needed
Preferred
- Zendesk experience (major plus) or equivalent CRM/helpdesk platform
- Background in healthcare, pharmacy, or another regulated, detail-sensitive industry
- Experience building a customer service function from an early-stage foundation
Why You'll Love Working Here
- Make an Impact - Help make healthcare more accessible and affordable.
- Lead Something Meaningful - Shape what best-in-class support looks like at a growing company.
- Collaborative Team - Our hive is supportive, tight-knit, and values everyone's contributions.
- Work Remotely - No commute. We provide all necessary equipment.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Pay: $60,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Remote
