Director, Client Engagement & Escalations

PHIL; Milton (MA); Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Fully remote

Job summary

PHIL is a Series D healthtech startup delivering a patient-centric prescription platform. We are hiring a Manager, Client Engagement to lead escalations from manufacturer field teams and drive cross-functional resolution with product and operations.

You will build and coach a high-performing team, optimize KPIs like SLA and first-pass resolution, own knowledge content, and partner with Engineering to implement AI triage and automation.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience leading client support or escalation teams, ideally in health-tech/pharma.
• Proven track record owning support KPIs (SLA, resolution rate, CSAT).
• Demonstrated ability to drive cross-functional resolution with Product, Operations and client teams.
• Customer-centric mindset with focus on quality reviews and knowledge base.
• Hands-on experience with AI agents or automation in support.
• Familiarity with Zendesk, Jira, and BI dashboards.

Responsibilities

• Lead the Client Engagement team handling escalations from manufacturer field sales teams.
• Drive cross-functional resolution with Product, Operations, and client-facing teams.
• Own ticket performance metrics: SLA, first-pass resolution, reopen rate.
• Manage knowledge base and escalation guidance, incorporating AI triage.
• Coach and develop team through regular 1:1s and performance reviews.
• Collaborate with Engineering on AI automation and expanded AI use.

Skills

Team leadership

Client support

KPI ownership

Cross-functional collaboration

Customer experience

Data-driven

Zendesk

AI automation

Jira

BI dashboards

Pharma field sales

Education

Bachelor's degree or equivalent

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is a Series D healthtech startup delivering a patient-centric prescription platform. We are hiring a Manager, Client Engagement to lead escalations from manufacturer field teams and drive cross-functional resolution with product and operations.

You will build and coach a high-performing team, optimize KPIs like SLA and first-pass resolution, own knowledge content, and partner with Engineering to implement AI triage and automation.