Customer Support Manager — Healthcare Ops

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

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.