Customer Service Manager - Onboarding & Care Optimization

We're Hiring: Customer Service Managers (2 Openings) | Daybreak At Daybreak, we're building a customer experience that's as exceptional as the care we provide. We're looking for two Customer Service Managers to join our growing team. While both roles lead high-performing support teams, each owns a different stage of the patient journey. Customer Service Manager - CS3 (Optimization & Escalations) The CS3 Manager leads our optimization support team, helping patients move from device fit through long-term treatment success. This team manages our most complex patient cases, oversees refund operations, and partners across the business to resolve systemic issues. What You'll Do Lead, coach, and develop a team of experienced Customer Service associates. Manage complex patient escalations across phone, email, and SMS. Oversee refund operations, quality assurance, and policy compliance. Re-engage stalled patients and improve long-term treatment success. Build SOPs, dashboards, and reporting to improve team performance. Partner with Sales, Clinical, Manufacturing, Product, Data, and Operations to solve recurring issues. We're Looking For 3+ years of customer service or support experience. 1-2+ years leading or managing a team. Experience coaching high-performing customer support teams. Strong judgment handling escalations and customer resolution. Experience with KPIs, SLAs, QA, and operational reporting. Salesforce experience required; Shopify is a plus. Healthcare or other regulated industry experience preferred. Success Looks Like High-quality coaching and team development. Accurate refund processing and QA oversight. Improved patient engagement and satisfaction. Customer Service Manager - CS1 (Onboarding & BPO Operations) The CS1 Manager leads our onboarding support team while overseeing our BPO partner. You'll ensure patients receive a consistent, high-quality experience from purchase through manufacturing readiness- whether they're supported by our internal team or outsourced partner. What You'll Do Lead and develop a team of CS1 associates. Own onboarding performance, SLA adherence, and daily operations. Manage the relationship with our BPO partner, including quality, training, and performance. Monitor onboarding KPIs and remove operational bottlenecks. Create SOPs, reporting, and process improvements. Partner cross-functionally to improve the patient onboarding experience. We're Looking For 3+ years of customer service or support experience. 1-2+ years in a leadership role. Experience managing or partnering with outsourced/BPO support teams. Strong operational mindset with experience managing KPIs, SLAs, and team performance. Salesforce experience required. Healthcare or regulated industry experience preferred. Success Looks Like You'll join a fast-growing, mission-driven team focused on delivering an exceptional patient experience. We're looking for leaders who enjoy coaching people, improving systems, and solving operational challenges while making a meaningful impact on patients every day. Daybreak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees. Employment decisions are based on qualifications, merit, and business needs. #J-18808-Ljbffr Daybreak