Customer Service Manager

About the Role at Daybreak

Daybreak is seeking two Customer Service Managers to join their expanding team, each responsible for leading distinct phases of the patient experience journey. These leaders will guide highly skilled support teams dedicated to providing exceptional patient care and support.

Customer Service Manager – CS3 (Optimization & Escalations)

This position leads the optimization support team focused on guiding patients from device fitting to successful long-term treatment. Responsibilities include managing complex patient issues, refund processing, and collaborating across departments to resolve systemic challenges.

• Supervise, mentor, and grow a team of experienced Customer Service associates.
• Handle intricate patient escalations through various communication channels such as phone, email, and SMS.
• Oversee refund operations, ensure quality assurance, and maintain policy compliance.
• Engage patients who have stalled in treatment to enhance ongoing success.
• Establish standard operating procedures, develop dashboards, and reports to increase team efficiency.
• Collaborate with Sales, Clinical, Manufacturing, Product, Data, and Operations departments to address recurring problems.

Customer Service Manager – CS1 (Onboarding & BPO Operations)

This role manages the onboarding support team and oversees the business process outsourcing (BPO) partner to guarantee consistent, high-quality patient experiences from purchase through manufacturing readiness.

• Lead and cultivate a team of onboarding Customer Service associates.
• Manage onboarding performance metrics, adherence to service level agreements, and daily workflows.
• Supervise the BPO partner relationship including training, quality, and performance standards.
• Track onboarding KPIs and eliminate process bottlenecks.
• Develop standard operating procedures, reporting mechanisms, and continuous process enhancements.
• Work cross-functionally to enhance the onboarding journey for patients.

Required Qualifications and Experience

• At least three years in customer service or support roles.
• One to two years of leadership experience managing teams.
• Proven ability to coach and develop high-performing customer service teams.
• Strong decision-making skills in handling escalations and conflict resolution.
• Experience with key performance indicators (KPIs), service level agreements (SLAs), quality assurance, and operational reporting.
• Proficiency with Salesforce is mandatory; knowledge of Shopify is advantageous.
• Experience in healthcare or regulated industries is preferred.
• For the CS1 role, experience managing or collaborating with outsourced/BPO teams is required.

Success Indicators

• Accelerated and effective resolution of escalated cases.
• Exceptional coaching and continuous team skill development.
• Accurate processing of refunds and diligent quality control.
• Enhanced patient engagement and overall satisfaction.

Our Commitment

Joining Daybreak means becoming part of a fast-growing, mission-oriented team devoted to an outstanding patient experience. These leadership roles appeal to those who enjoy coaching, refining processes, and tackling operational challenges while positively impacting patients' lives.

Daybreak is an equal opportunity employer, embracing diversity and fostering an inclusive workplace where employment decisions rely solely on qualifications, merit, and business needs.