Customer service manager (medical equipment) - 1335 sleeplay is on a mission to redefine sleep therapy by providing top-tier cpap products and a seamless customer experience. We are seeking a customer service manager to lead our front-line customer service team. This role will ensure customers receive timely, empathetic, and solution-focused support across all channels, while optimizing operational workflows and ensuring full compliance with medical and fulfillment requirements. This role is hired as a contractor, 100% remote and, payment in usd. English proficiency is required (c1 or above) team leadership & coaching train, coach, and develop customer service agents to uphold sleeplay’s high standards of service, empathy, and product knowledge. Conduct weekly knowledge refreshers focused on cpap devices, prescription workflows, insurance, and customer pain points. Monitor team morale, performance, and workload distribution to ensure balanced support coverage. Service quality & responsiveness 100% of emails and chats are responded to by end of day, monday through friday. Implement quality control checks for written responses to maintain professionalism and accuracy. Oversee real-time queue monitoring, agent adherence to slas, and resolution times. Customer feedback & reputation management proactively monitor negative reviews (google, trustpilot, etc.) and elevate trends or high-priority cases to leadership. Respond to or delegate the resolution of customer complaints publicly and privately within 24 hours. Track patterns in complaints and partner with product and operations to identify root causes and improvements. Prescription order management ensure all pending rx orders are tracked and followed up on weekly via email, sms, or phone calls. Coordinate with agents to log each customer contact attempt in the crm and flag stalled cases. Work cross-functionally with fulfillment to prioritize shipping once rx is received. Maintain daily, weekly, and monthly customer service performance dashboards (e.g., first response time, resolution time, csat, ticket volume). Recommend improvements to tools, processes, macros, or automations to reduce ticket handling time and increase accuracy. Monitor the performance of self-service resources (faqs, help center) and propose updates. Compliance & documentation ensure proper handling of phi (protected health information) in all channels. Validate that customer interactions and rx handling comply with hipaa and medical device fulfillment regulations. Qualifications 3 years in customer service roles, with 1 year in a supervisory or team lead capacity. Experience in e-commerce, medical equipment, or dtc is highly preferred. Strong written and verbal communication skills. Familiarity with tools like gorgias, shopify, hubspot, or equivalent. High attention to detail and accountability mindset. English proficiency is required. Spanish is a strong plus. J-18808-ljbffr