Customer Service Manager - US

Phox Health is seeking a Customer Service Manager to oversee the day-to-day operations of its customer support team. The role leads support for health system, hospital, pharmacy, and patient customers across phone, email, and chat, while managing team performance, escalations, documentation, and hands-on support.

Responsibilities:

• Supervise the daily operations of the support team across phone, email, and chat channels
• Prepare and manage staff schedules, time-off requests, and shift coverage in accordance with company staffing policies
• Monitor calls, chats, and emails for quality and provide regular coaching and feedback to team members
• Maintain standard operating procedures (SOPs) and knowledge base documentation for client and patient support issues
• Onboard and train new Support Specialists
• Serve as the primary point of contact for escalated customer and client issues, including technical issues
• Identify and document technical issues and submit appropriate tickets to the Product team
• Monitor support queue volume and team availability throughout the day
• Provide hands-on phone, chat, and email support during high-volume periods

Requirements:

• 3+ years of customer support experience , including at least 1 year in a lead, coaching, or supervisory capacity
• Experience using helpdesk, ticketing, or contact center software
• Ability to troubleshoot basic technical issues and clearly document issues for Product/Engineering teams
• Strong communication, organization, and problem-solving skills
• Experience in healthcare, logistics, prescription delivery, or other delivery services
• Comfortable working in a fast-paced environment while balancing team leadership with hands-on customer support
• Candidates must be authorized to work in the United States
• Zoho Desk and Zoho Voice experience preferred