Customer Service Team Manager

Honeybee Health is seeking a Customer Service Team Manager to lead their remote support team and enhance the patient experience. The role involves overseeing daily operations, developing performance metrics, and coaching a team to deliver exceptional care.

Responsibilities:

• Lead, coach, and develop a remote team of Customer Service Representatives and Supervisors
• Own hiring, onboarding, and training as the team grows
• Conduct regular 1:1s and performance reviews to keep the team aligned and improving
• Serve as the escalation point for complex or sensitive patient issues
• Foster a culture of accountability, continuous improvement, and customer-centered service
• Oversee daily operations across phone, email, and chat to ensure consistent, high-quality interactions
• Develop and refine SOPs, escalation workflows, and quality assurance processes
• Monitor service levels and staffing coverage, adjusting in real time as needed
• Ensure all workflows are documented and updated as changes are implemented
• Build and own our performance metrics framework, including KPIs for CSAT, handle time, first contact resolution, and SLA adherence
• Create reporting cadences that give leadership clear visibility into team health
• Use data to identify gaps, set targets, and drive continuous improvement
• Partner with pharmacy, operations, and product teams to surface and resolve systemic issues
• Translate patient feedback trends into actionable recommendations for the broader org
• Champion the patient voice in internal decisions

Requirements:

• 3+ years managing a customer service team, ideally in a remote environment
• Track record of building or improving performance metrics programs
• Experience running multi-channel support operations (phone, email, chat)
• Strong data literacy with the ability to turn metrics into clear action plans
• Excellent written and verbal communication skills
• Comfortable in a fast-paced startup where priorities shift
• Weekend availability as needed
• Online customer service experience
• Zendesk experience (major plus) or equivalent CRM/helpdesk platform
• Background in healthcare, pharmacy, or another regulated, detail-sensitive industry
• Experience building a customer service function from an early-stage foundation