Onsite Customer Service Lead & Operations Manager

PharmaLink, LLC; Largo (FL); On-site; USD 65,000 - 95,000; Full time

Job summary

PharmaLink, LLC in Largo, FL is seeking a Customer Service Manager to lead the day-to-day efforts of the Customer Service team, handling inquiries via phone, email, and ticketing systems while ensuring timely, accurate resolutions.

The role focuses on driving performance against SLAs and KPIs, managing escalations, and collaborating with Sales, Operations, IT/Product, and Finance to improve the customer experience.

Qualifications

• Minimum of 4 years in Customer Service leadership or related role.
• Experience coaching and developing Customer Service staff.
• Strong knowledge of ticketing, queue management, and escalation processes.
• Excellent written and verbal communication; ability to handle escalations professionally.
• Bachelor's degree in business, management, or related field preferred.

Responsibilities

• Lead, coach, and develop the Customer Service team to meet department goals.
• Oversee daily workflows, manage ticket queues, and ensure timely responses.
• Handle escalations and coordinate with cross-functional teams to resolve issues.
• Monitor KPIs, provide performance updates, and drive continuous improvement.
• Develop SOPs and maintain documentation for customer service processes.
• Collaborate with Sales, Operations, IT/Product, Finance to improve the customer experience.

Skills

Leadership

Coaching

Customer service ops

Escalation management

Data analysis

CRM systems

JIRA/Confluence

Microsoft 365

Cross-functional teamwork

Communication

Education

Bachelor's degree preferred

Tools

JIRA/Confluence

CRM

Ticketing systems

Job description

PharmaLink, LLC in Largo, FL is seeking a Customer Service Manager to lead the day-to-day efforts of the Customer Service team, handling inquiries via phone, email, and ticketing systems while ensuring timely, accurate resolutions.

The role focuses on driving performance against SLAs and KPIs, managing escalations, and collaborating with Sales, Operations, IT/Product, and Finance to improve the customer experience.