Customer Service Manager

Job Description

Job Description

BioPhase Solutions specializes in recruiting top talented professionals for Southern California's Scientific community. We are currently looking for a Customer Service Manager to work for a leading Greater Orange County area medical diagnostics company.

Salary: $75-95k depending on experience

Summary:

We are seeking a hands-on Customer Service Manager to build and lead the company’s customer support function, ensuring a best-in-class experience for clinicians, lab partners, and patients using the company’s diagnostic products and services. This role is equal parts hands-on case leadership and builder—scaling support operations, managing escalations, and partnering cross-functionally as the company transitions from R&D to full-scale commercialization.

Responsibilities:

• Implement and continuously improve end-to-end support workflows: intake, triage, escalation, resolution, documentation, and feedback loops—built for regulated diagnostics environment.
• Own day-to-day execution of customer support operations, including coverage schedules and peak-volume planning.
• Establish clear service standards, case categorization, escalation pathways, and communication templates for consistent execution at scale.
• Handle complex and escalated cases related to ordering, sample logistics, results delivery, billing inquiries, and product/service issues—driving timely resolution.
• Coordinate cross-functional resolution with Operations and Commercial leadership to remove blockers and protect customer experience.
• Partner closely with Quality/Regulatory to ensure complaint intake, documentation, escalation, and closure meet required standards and internal procedures.
• Ensure customer-facing communications reflect professionalism, integrity, and regulatory compliance—especially when issues intersect with product performance, reporting, or patient-impacting workflows.
• Recruit, train, coach, and manage a growing team of customer service representatives.
• Build a culture of customer focus, accountability, urgency, and continuous improvement.
• Maintain and grow knowledge bases, FAQs, scripts, and onboarding materials aligned to diagnostic workflows and common clinical questions.
• Build dashboards and operating metrics (response time, first-contact resolution, reopen rate, complaint turnaround time) and drive action from the data.
• Support new account onboarding, training coordination, and early adoption—partnering with Commercial teams to accelerate time-to-value.
• Provide structured voice-of-customer feedback: trends, failure points, feature requests, and operational risks—recommended fixes included.

Key Performance Indicators (KPIs):

• Response: Speed to first response and time-to-resolution by case type.
• Quality of Resolution: First-contact resolution, reopen rate, escalation rate, documentation completeness.
• Customer Outcomes: Customer Satisfaction and Net Promoter scores; and qualitative feedback trends.
• Complaint Execution: Complaint cycle time and on-time closure in alignment with Quality processes.
• Operational Health: Backlog/aging, staffing coverage, and readiness to support launch growth.

Experience:

• Bachelor’s degree preferred (life sciences, healthcare administration, business, or related) or equivalent experience.
• Minimum of 5 years in customer service/support, including a minimum of 2 years leading teams (or acting as a senior lead in a scaled support environment).
• Experience supporting clinician offices, urgent care, labs, health systems, or IDNs as primary customers preferred
• Direct experience with complaint handling and cross-functional quality investigations preferred
• Experience implementing or administering helpdesk/CRM tooling (e.g., case routing, knowledge base, integrations) preferred
• Strong preference for experience in diagnostics, medical devices, healthcare, digital health, or another regulated environment.
• Working knowledge of diagnostic/laboratory workflows.
• Demonstrated ability to build processes and teams in a fast-paced, resource-constrained environment.
• Excellent written and verbal communication skills—able to translate technical and clinical concepts into clear, empathetic guidance.
• Strong analytical and problem-solving skills; comfort with CRM/helpdesk systems and performance reporting.

Benefits:

• 401(k) with company match
• Eligible for incentive stock options
• Paid holidays
• Daily on-site free lunch, snacks, and drinks (at HQ)
• 100% employer-paid medical insurance for employees
• Education assistance program

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