Customer Service Manager

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 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 preferredDirect experience with complaint handling and cross-functional quality investigations preferredExperience implementing or administering helpdesk/CRM tooling (e.g., case routing, knowledge base, integrations) preferredStrong 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 matchEligible for incentive stock optionsPaid holidaysDaily on-site free lunch, snacks, and drinks (at HQ)100% employer-paid medical insurance for employeesEducation assistance programPlease send resumes to mia@biophaseinc.com and visit our website at www.biophaseinc.com for additional job opportunities!!!

Salary : $75,000 - $95,000