Client Engagement Lead - Healthtech (Remote)

PHIL; California; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Fully remote role

Health benefits

Career growth opportunities

Job summary

PHIL is a healthtech growth-stage startup building a platform that connects doctors, pharmacies, and patients for prescription management and delivery. We seek a Manager, Client Engagement to lead a team handling escalations from manufacturer field sales teams and drive cross-functional resolution and quality improvements.

You will own ticket performance, knowledge content, and escalation guidelines, partnering with Operational Excellence and Engineering to implement AI triage and automation.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech.
• You've owned support KPIs (SLA, resolution rate, customer satisfaction) and moved them through changes to process, staffing, and quality.
• You've driven cross-functional resolution of recurring issues with Product, Operations, and client-facing teams.
• You put the customer experience first and used quality reviews and a strong knowledge base to deliver it consistently.
• Working knowledge of pharmacy access: benefits verification, prior authorization, claim rejections, and copay support.
• You lead with data and clarity: you separate one-off issues from systemic ones and ensure ownership.
• Hands-on experience with Zendesk.
• Experience with AI agents or automation in a support organization.
• Hands-on experience with Jira, and comfort with BI dashboards.
• Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs.

Responsibilities

• Lead a Client Engagement team handling escalations from manufacturer field sales teams.
• Drive cross-functional resolution of issues with Product, Operations, and client-facing teams.
• Shift the function from resolving escalations to preventing them through process improvements.
• Partner with Client Success, Operational Excellence and Engineering on AI triage and automation.
• Ensure SLA targets, response times and quality across programs.

Skills

Client support leadership

Escalation management

Data-driven decision making

Customer experience focus

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is a healthtech growth-stage startup building a platform that connects doctors, pharmacies, and patients for prescription management and delivery. We seek a Manager, Client Engagement to lead a team handling escalations from manufacturer field sales teams and drive cross-functional resolution and quality improvements.

You will own ticket performance, knowledge content, and escalation guidelines, partnering with Operational Excellence and Engineering to implement AI triage and automation.