Customer Service Lead

Southend Pharmacy; Houston (TX); On-site; USD 43,000 - 50,000; Full time

Benefits offered by this job

Full benefits

401(k) with match

PTO

Flex days

Holidays

Job summary

Southend Pharmacy is seeking a Customer Service Lead in Houston, TX to provide day-to-day operational leadership for CSRs, manage queues, and ensure high-quality service across phone, chat, and email. Regular schedule is Monday–Friday with training period before transitioning to the regular schedule.

The role requires 2–4 years in a high-volume healthcare call center and at least 2 years in a supervisory capacity, plus strong communication, HIPAA awareness, and proficiency with RingCentral,

Qualifications

• High school diploma or GED.
• 2–4 years in a high-volume healthcare/pharmacy call center.
• At least 2 years in a team lead/supervisory role.
• Excellent verbal and written communication skills.
• Strong conflict-resolution and interpersonal skills.
• Working knowledge of Google Workspace for communication and workflow management.
• Experience with RingCentral for inbound/outbound interactions.
• Experience with LifeFile, Intercom, Nexus, and Stripe.
• Ability to navigate multiple systems while maintaining accuracy.
• Ability to multitask and stay composed in a fast-paced environment.

Responsibilities

• Provide day-to-day operational leadership to Customer Service Representatives.
• Monitor queues to support timely response and resolution.
• Manage agent coverage and workload during shifts.
• Provide real-time assistance to CSRs regarding inquiries, policies, and workflows.
• Support attainment of department performance goals (service level, ASO, CSAT, etc.).
• Document escalated cases in applicable systems.
• Collaborate with Pharmacy Operations, QA, and other departments.
• De-escalate challenging interactions with professionalism and empathy.
• Lead during high-volume periods and drive process improvements.

Skills

Team leadership

Verbal communication

Written communication

Conflict resolution

Multitasking

Google Workspace

RingCentral

Customer service

Education

High school diploma or GED

Associate or Bachelor's degree preferred

Tools

RingCentral

LifeFile

Intercom

Nexus

Stripe

Google Workspace

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full-Time Management Houston, TX, US

7 days ago Requisition ID: 1367

Salary Range: $31.00 To $36.00 Hourly

About Southend Pharmacy Southend Pharmacy is a modern 503A compounding pharmacy built on clinical precision, operational clarity, and a human-first approach. Licensed in 35+ states and focused on longevity-aligned therapeutics, we support providers and their patients with precision in compounding and transparent processes. Southend Pharmacy operates at the intersection of innovation, ambition, and clinical excellence—blending precision, clarity, and compassionate support to help providers deliver patient-centered, clinically guided care across every step of the treatment journey.

Work Schedule

Regular schedule is Monday – Friday, 10:30am to 7:00pm. During the initial training period, expected to last approximately 6 to 8 weeks, the employee will work Monday - Friday, 9:00 am to 5:30 pm, before transitioning to the regular schedule.

The Customer Service Lead provides day-to-day operational leadership and real-time support to Customer Service Representatives (CSRs) while helping ensure exceptional service to customers. This position serves as a first point of escalation for complex customer concerns and provides guidance to CSRs regarding policies, procedures, systems, products, and established workflows.

Key Responsibilities

• Provide day-to-day operational leadership and real-time support to Customer Service Representatives.
• Monitor daily call, chat, email, and ticket queues to support timely response and resolution.
• Monitor agent availability, adherence, workload, and service conditions throughout the shift and communicate coverage concerns to Customer Service leadership.
• Help redistribute work when customer volume, staffing, or service levels require operational adjustments.
• Provide real-time assistance to CSRs regarding customer inquiries, systems, products, policies, procedures, and established workflows.
• Support achievement of department performance goals, including service level, average speed of answer, abandonment rate, ticket response times, productivity, quality, and customer experience measures.
• Handle customer contacts as needed to sThe Customer Service Lead supports daily queue management, service-level performance, quality monitoring, training, coaching, onboarding, and process improvement initiatives. Working closely with Customer Service leadership, Pharmacy Operations, Quality Assurance, and other internal departments, the Lead helps identify and resolve operational barriers, customer experience concerns, and workflow issues while ensuring compliance with HIPAA, patient privacy requirements, and company policies.
• This position serves as a subject matter expert and working leader who is expected to provide hands-on support during periods of high volume, assist with complex customer interactions, reinforce department expectations, and help maintain consistent service and operational standards across phone, chat, email, and other customer communication channels.
• Pharmacy Operations, pharmacists, technicians, Finance, Quality, Technology, or other departments as appropriate.
• De-escalate challenging customer interactions while maintaining professionalism, empathy, and a customer-focused approach.
• Ensure escalated cases are thoroughly documented within applicable systems.
• Identify recurring customer issues and elevate trends, risks, or systemic concerns to Customer Service leadership.
• Handle customer contacts when needed to support service levels, high volume periods, or complex cases.

Required Qualifications

High school diploma or GED.

Minimum 2 - 4 years of experience working in a high-volume call center customer service role, in healthcare or pharmacy setting with in-office collaboration and team-based operations.

At least 2 years of experience in a team lead, supervisory or comparable leadership role.

Excellent verbal and written communication skills.

Strong conflict resolution skills, and strong interpersonal skills.

Working knowledge of Google Workspace (Docs, Sheets, Gmail, and Calendar) for communication, documentation, and workflow management.

Experience utilizing a cloud-based phone and contact center platform such as RingCentral for inbound/outbound customer interactions.

Experience with LifeFile, Intercom, Nexus, and Stripe or similar platforms used for customer interactions, case documentation, and workflow tracking.

Ability to navigate multiple systems simultaneously while maintaining accuracy and providing a high level of customer service.

Ability to multitask, prioritize competing demands, manage time effectively, and remain composed in a fast-paced environment.

Preferred Qualifications

Associate or bachelor’s degree in healthcare administration, business, or related field.

Hold a current and valid Certified Pharmacy Technician (CPhT) license, issued by the Pharmacy Technician Certification Board (PTCB) or National Health career Association (NHA).

Experience in a 503B or 503A pharmacy setting.

Familiarity with HIPAA regulations and patient privacy standards.

Bilingual in English and Spanish is a plus.

Requires prolonged periods of sitting and working at a computer workstation and occasional lifting to 20 pounds.

What We Offer

Full benefits package including medical, vision, dental, 401(k) with company match, PTO, Flex days, holidays, and more!

Southend Pharmacydoes not provide employment visa sponsorship now or in the future. Applicants must be legally authorized to work in the United States without the need for current or future sponsorship.

Equal Opportunity Employer Statement

Southend Pharmacy is proud to be an Equal Opportunity Employer where we are committed to fostering a diverse and inclusive workplace. We are committed to cultivating a culture where all team members feel valued & respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, veteran status, or any other characteristics protected by applicable law.

If you have any questions or require immediate assistance or accommodations during the application or interview process, please contact us at [e-mail] .