Job Description
Job DescriptionBioPhase 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 experienceSummary: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 account onboarding, training coordination, and early adoption—partnering with Commercial teams to accelerate time-to-value.
- Provide structured voice-of-customer feedback: trends, failure points, feature requests, and operational risks—recommended fixes included.
Key Performance Indicators (KPIs):
- Response: Speed to first response and time-to-resolution by case type.
- Quality of Resolution: First-contact resolution, reopen rate, escalation rate, documentation completeness.
- Customer Outcomes: Customer Satisfaction and Net Promoter scores; and qualitative feedback trends.
- Complaint Execution: Complaint cycle time and on-time closure in alignment with Quality processes.
- Operational Health: Backlog/aging, staffing coverage, and readiness to support launch growth.
Experience:
- Bachelor’s degree preferred (life sciences, healthcare administration, business, or related) or equivalent experience.
- Minimum of 5 years in customer service/support, including a minimum of 2 years leading teams (or acting as a senior lead in a scaled support environment).
- Experience supporting clinician offices, urgent care, labs, health systems, or IDNs as primary customers preferred
- Direct experience with complaint handling and cross-functional quality investigations preferred
- Experience implementing or administering helpdesk/CRM tooling (e.g., case routing, knowledge base, integrations) preferred
- Strong preference for experience in diagnostics, medical devices, healthcare, digital health, or another regulated environment.
- Working knowledge of diagnostic/laboratory workflows.
- Demonstrated ability to build processes and teams in a fast-paced, resource-constrained environment.
- Excellent written and verbal communication skills—able to translate technical and clinical concepts into clear, empathetic guidance.
- Strong analytical and problem-solving skills; comfort with CRM/helpdesk systems and performance reporting.
Benefits:
- 401(k) with company match
- Eligible for incentive stock options
- Paid holidays
- Daily on-site free lunch, snacks, and drinks (at HQ)
- 100% employer-paid medical insurance for employees
- Education assistance program
Please send resumes to mia@biophaseinc.com and visit our website at www.biophaseinc.com for additional job opportunities!!!