Customer Service Manager - US

Phox Health; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Phox Health is seeking a Customer Service Manager to oversee daily operations of the support team serving health system, hospital, pharmacy, and patient customers via phone, email, and chat.

You will supervise, coach, onboard new specialists, and ensure SLA adherence while maintaining SOPs and knowledge base documents. The role balances hands-on support with leadership in a fast-paced healthcare delivery environment.

Qualifications

• 3+ years of customer support experience, with 1+ year in lead/supervisory role.
• Experience using helpdesk or contact center software.
• Healthcare, logistics, prescription delivery or related familiarity is a plus.

Responsibilities

• Oversee daily operations of the support team across phone, email, and chat.
• Schedule staff, manage time-off, and ensure adequate shift coverage.
• Monitor quality of calls, chats, and emails; provide coaching and feedback.

Skills

Leadership

Coaching

Communication

Helpdesk software

Tools

Zoho Desk

Zoho Voice

Job description

We are looking for a Customer Service Manager to oversee the day-to-day operations of our customer support team. This role will lead a team supporting Phox Health's health system, hospital, pharmacy, and patient customers through phone, email, and chat.

Key Responsibilities

• Supervise the daily operations of the support team across phone, email, and chat channels.
• Prepare and manage staff schedules, time-off requests, and shift coverage in accordance with company staffing policies.
• Monitor calls, chats, and emails for quality and provide regular coaching and feedback to team members.
• Maintain standard operating procedures (SOPs) and knowledge base documentation for client and patient support issues.
• Onboard and train new Support Specialists.
• Serve as the primary point of contact for escalated customer and client issues, including technical issues.
• Identify and document technical issues and submit appropriate tickets to the Product team.
• Monitor support queue volume and team availability throughout the day.
• Provide hands-on phone, chat, and email support during high-volume periods.

Qualifications

• 3+ years of customer support experience, including at least 1 year in a lead, coaching, or supervisory capacity.
• Experience using helpdesk, ticketing, or contact center software.
• Zoho Desk and Zoho Voice experience preferred.
• Ability to troubleshoot basic technical issues and clearly document issues for Product/Engineering teams.
• Strong communication, organization, and problem-solving skills.
• Experience in healthcare, logistics, prescription delivery, or other delivery services.
• Comfortable working in a fast-paced environment while balancing team leadership with hands-on customer support

Candidates must be authorized to work in the United States