Customer Service Manager

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