Player-Coach, Customer Support Manager (Peak Season Lead)

Remedy Group

United States

Hybrid

USD 90,000 - 130,000

Full time

3 days ago

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Job summary

Remedy Group is seeking a player-coach manager to lead a team of five associates supporting a leading global influenza vaccine manufacturer. The role focuses on driving pharmaceutical revenue targets while managing inbound customer service queues and high-volume email workflows.

The manager splits time between coaching (60%) and hands-on queue work (40%), with a seasonal peak from July to November. The candidate will hire, onboard, train, and develop the team, monitor KPIs, and ensure SLA

Qualifications

4+ years in inside sales, account management, or customer operations, including 2+ years leading a team.
Bachelor's degree in Business, Life Sciences, Healthcare Administration, or a related field preferred.
Experience in vaccines, pharmaceuticals, biotech, or healthcare distribution strongly preferred. Experience serving pharmacies, physician offices, or clinics is a plus.

Responsibilities

Lead and develop a team of 5 associates, coaching and driving through peak season.
Track and report KPIs: sales goals, QA, FCR, AHT, and SLA compliance.
Own sales goals and coach associates on prebooks, reservations, reorders, and conversions.
Manage open orders, escalations, and queue coverage to meet service levels.