Remote Healthtech Client Engagement Lead

PHIL; Clifton (TX); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Full benefits (medical, dental, vision

Job summary

PHIL is a healthtech growth-stage startup delivering a direct-to-patient hub and pharmacy model to streamline prescription access. We are hiring a Manager of Client Engagement to lead a team handling escalations from manufacturer field sales teams and drive cross-functional resolutions.

You will own operational quality, run regular coaching, and shape escalation processes as AI/triage expands. This role partners with Client Success, Operational Excellence, and Product in a fully remote

Qualifications

• Led support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech company.
• Experience in client support, escalation management, or support operations, including managing people.
• Owned support KPIs (SLA, resolution rate, customer satisfaction) and driven changes in process, staffing, and quality.
• Driven cross-functional resolution of recurring issues with Product, Operations, and client-facing teams.
• Knowledgeable about customer experience for field reps under pressure and used quality reviews to improve service.

Responsibilities

• Hire, onboard, and develop a team of Client Engagement professionals.
• Run regular 1:1s, coach to goals, and manage performance.
• Define ownership for ticket resolution, root cause analysis, and client follow-through.

Skills

People leadership

Escalation management

Cross-functional teamwork

Customer focus

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Jira

BI dashboards

Job description

PHIL is a healthtech growth-stage startup delivering a direct-to-patient hub and pharmacy model to streamline prescription access. We are hiring a Manager of Client Engagement to lead a team handling escalations from manufacturer field sales teams and drive cross-functional resolutions.

You will own operational quality, run regular coaching, and shape escalation processes as AI/triage expands. This role partners with Client Success, Operational Excellence, and Product in a fully remote