Remote Client Engagement Leader (Escalations & AI)

PHIL; Nashville (TN); Remote; USD 100,000 - 140,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Job summary

PHIL is a remote healthtech growth-stage startup building a platform that connects doctors, pharmacies, and patients to streamline prescription delivery. We seek a Manager, Client Engagement to lead a team handling escalations from manufacturer field teams and drive cross-functional resolution with Product, Ops, and Client Success.

You will own service metrics, coach a growing team, and shape knowledge content, AI triage, and program readiness for launches across the field sales network.

Qualifications

• Bachelor's degree or equivalent experience required.
• Experience in client support, escalation management, or support operations, preferably in healthcare/health-tech.
• Experience owning support KPIs (SLA, resolution rate, CSAT).
• Experience driving cross-functional resolution with Product, Operations and client teams.
• Customer-first mindset with ability to deliver high-quality service under pressure.
• Working knowledge of pharmacy access processes (benefits verification, prior auth, claims, copays).
• Data-driven approach with ability to distinguish systemic issues from one-offs.
• Hands-on experience with Zendesk.
• Experience with AI agents or automation in a support org.
• Hands-on experience with Jira and BI dashboards.
• Experience supporting pharmaceutical field sales teams or manufacturer programs.

Responsibilities

• Lead the team handling escalations from manufacturer clients' field sales teams and drive cross-functional resolution of issues.
• Hire, onboard, and develop a team of Client Engagement professionals; conduct regular 1:1s and set clear ownership for ticket resolution and follow-through.
• Own metrics: response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both human and AI agents.
• Own Knowledge Center content, decision rules, and escalation guidance; collaborate with Ops and Eng to implement AI triage and automation.
• Ensure launch readiness and field education; support field sales training on program dashboards and field rep portal.
• Collaborate with Client Success, Operational Excellence, and Product to improve processes and outcomes.
• Prepare for new programs with field education and escalation readiness.

Skills

Client support experience

KPIs ownership

Cross-functional collaboration

Customer focus

Data-driven

Pharmacy benefits

AI automation

Pharma field support

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is a remote healthtech growth-stage startup building a platform that connects doctors, pharmacies, and patients to streamline prescription delivery. We seek a Manager, Client Engagement to lead a team handling escalations from manufacturer field teams and drive cross-functional resolution with Product, Ops, and Client Success.

You will own service metrics, coach a growing team, and shape knowledge content, AI triage, and program readiness for launches across the field sales network.