Customer Service Manager

Delta System & Software, Inc.; Santa Ana (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Delta System & Software, Inc. is seeking a Senior Customer Service Manager to lead day-to-day ticket operations across telehealth platforms, ensuring timely, accurate, and empathetic resolutions.

You will build scalable CS processes, hire and coach a team, establish KPIs, and partner with Compliance, Sales, Product, and IT to drive data-driven improvements and a customer-first culture. This role also shapes the long-term CS structure and maintains knowledge resources.

Qualifications

• 5+ years in customer service or customer success, with ≥2 years in management.
• Experience building/improving CS processes and infrastructure from the ground up.
• Experience managing a team of customer-facing agents.
• Strong knowledge of help desk platforms (Zendesk, Freshdesk, HubSpot, etc.).

Responsibilities

• Oversee day-to-day management of active customer service inbound tickets across multiple platforms.
• Build and formalize customer service processes, workflows, and SOPs where none exist, including ticket triage and escalation paths.
• Identify gaps in internal tools and drive improvements with Product, IT, and Operations.
• Hire, train, schedule, and manage a team of customer service agents; set performance expectations and provide coaching.
• Establish and track KPIs and report on team performance to leadership.
• Escalate complex or sensitive issues and coordinate with internal teams to resolve them.
• Partner cross-functionally with Compliance, Sales, Product, and Integrations teams for feedback-driven decisions.
• Develop and maintain a knowledge base, templates, and training materials to improve efficiency.
• Help define the long-term structure of the CS division, including future roles and support tiers.
• Champion a customer-first culture across the organization.
• Analyze recurring issues to identify root causes and drive corrective actions.

Skills

Customer service leadership

Supervisory experience

Process improvement

Data-driven

KPI reporting

Root cause analysis

Education

Bachelor's degree preferred

Tools

Zendesk

Freshdesk

HubSpot Service Hub

Job description

• Oversee day-to-day management of active customer service inbound tickets across multiple digital and telehealth platforms, ensuring timely, accurate, and empathetic resolution.
• Build and formalize customer service processes, workflows, and SOPs where none currently exist, including ticket triage, escalation paths, and response-time standards.
• Identify gaps in current internal infrastructure (tools, ticketing systems, knowledge bases) and drive improvements over time in partnership with Product, IT, and Operations.
• Hire, train, schedule, and manage a team of customer service agents; set performance expectations and provide ongoing coaching and feedback.
• Establish and track key performance metrics (e.g., response time, resolution time, CSAT, ticket volume/backlog) and report on team performance to leadership.
• Serve as an escalation point for complex or sensitive customer issues, driving them to resolution in coordination with relevant internal teams.
• Partner cross-functionally with Compliance, Sales, Product, and Integrations teams to ensure customer feedback informs broader business decisions.
• Develop and maintain a knowledge base, macros/templates, and training materials to improve team efficiency and consistency.
• Help define the long-term structure of the Customer Service & Customer Success division, including future roles, tiers of support, and success metrics.
• Champion a customer-first culture across the organization.
• Analyze recurring customer issues and identify root causes, trends, and systemic problems; partner with relevant departments to implement corrective and preventive actions.

Qualifications

• 5+ years of experience in customer service or customer success, with at least 2 years in a supervisory or management capacity.
• Demonstrated experience building or significantly improving customer service processes, tools, or infrastructure from the ground up.
• Experience managing a team of customer-facing agents, including hiring, coaching, and performance management.
• Strong working knowledge of help desk / ticketing platforms (e.g., Zendesk, Freshdesk, HubSpot Service Hub, or similar).
• Excellent written and verbal communication skills, with the ability to de-escalate and resolve sensitive customer issues.
• Comfortable working with data - able to define, track, and report on team KPIs.
• Highly organized, proactive, and comfortable operating with ambiguity in a fast-growing environment.
• Bachelor's degree preferred or equivalent practical experience.

Preferred Qualifications

• Experience in healthcare, telehealth, pharmacy, or a related regulated industry.
• Experience supporting customers across multiple digital platforms or product lines simultaneously.
• Familiarity with quality assurance frameworks for customer service teams (call/ticket scoring, QA rubrics).