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.
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