Manager, Customer Support Operations

Founded in 2015, Phil is a San Francisco-based Series D health-tech startup, pioneering the first Software Therapy Deployment Platform for Specialty Pharmaceuticals that treat complex health conditions. Our mission is to ensure consistent, reliable and affordable access to complex therapeutics for our patient community. Partnering with pharmaceutical manufacturers, Phil offers digital patient access services to improve health outcomes for patients by delivering affordable and timely access to high-cost Specialty therapeutics. We recently completed our Series D financing led by Warburg Pincus, with $122M in capital raised to date with near-term line of sight to profitability. Headquartered in San Francisco with operational hubs in Scottsdale AZ and Columbus, OH, the company currently employs over 120 individuals and expects to double its employee base in the coming year. For more information on Phil, visit https://phil.us/

The Manager of Customer Support Operations will be responsible for designing, hiring, and running day-to-day operations and supervising of a Patient Advocate team. The Patient Advocate team provides customer service through a variety of channels, including phone and email. In this role, you will be responsible for building a team to deliver best-in-class customer service to our growing customer base while ensuring service levels are met on a daily basis.

This leadership position is responsible for the day-to-day operations of the customer support function, including:

• Recruiting, hiring, and training a team to reliably exceed our service level agreements and key performance indicators, such as quality of service, customer satisfaction, schedule adherence, and utilization
• Own performance metrics and strategic projects to ensure the continual success of our customers, such as patient journey optimization and pull through, workforce management, and implementation of customer feedback
• Effectively manage a team of agents, guaranteeing the overall success of your team, provide the accountability and support required for their continued development

Requirements

About You

• You’re a growing leader, able to reliably lead and inspire employees into action, with a demonstrated ability to measure and manage your team’s performance
• You have exceptional problem solving and decision-making skills, with strong background in execution
• You’re analytical. You let data and analysis guide your decisions, and you’re comfortable pulling your own data (Looker, CRM, etc) and using spreadsheets to draw meaningful insights
• You’re an independent operator, able to balance multiple priorities and manage your time effectively in a fast-paced environment
• You have strong interpersonal and communication skills, capable of building strong relationships with your team and management

Benefits

Requirements

• 2+ years supervisory experience, preferably in a technology/startup customer support environment.
• Demonstrated experience directly managing end to end operations for a customer support operation
• Sufficient experience administrating ticketing software (like Zendesk) and tools required to support your team
• Health Care experience not required, however, experience within a Startup/Tech environment is highly preferred