Customer Service Manager

CEFALY Technology•Darien, CT

10d•Hybrid

About The Position

The Customer Service Manager is a hands-on leader responsible for owning and operating the customer service function end to end. This is a player/coach role that combines direct customer interaction with team leadership, process design, and performance management. The role owns how customer service functions across internal staff and an external call center partner, including SOP development, KPI definition and tracking, quality oversight, and continuous improvement. The ideal candidate is comfortable rolling up their sleeves while also building scalable, compliant processes in a regulated environment.

Requirements

Bachelor’s degree or equivalent experience
5+ years of customer service experience, including 2+ years in a hands-on leadership or player/coach role
5+ years of experience managing or working closely with an external call center or BPO partner
3+ years of experience developing SOPs, workflows, and performance metrics from the ground up
Strong problem-solving, communication, and organizational skills
Ownership mentality — treats customer service as a business function, not just a support role
Comfortable switching between strategic thinking and hands-on execution
Strong judgment in escalations and compliance-sensitive situations
Process-oriented with a continuous improvement mindset
Effective partner manager and internal collaborator

Nice To Haves

5+ years of experience in a regulated industry (medical device, healthcare, consumer health, or pharmaceutical)
Familiarity with FDA complaint handling and post-market surveillance processes
Experience with CRM and ERP systems (e.g., NetSuite, Zendesk, Salesforce)
Data-driven mindset with experience building KPI dashboards

Responsibilities

Actively handle customer inquiries, escalations, and complex cases across phone, email, and digital channels
Serve as the primary escalation point for internal representatives and external call center agents
Ensure consistent, high-quality customer interactions aligned with brand and compliance expectations
Directly manage internal customer service representatives, including hiring, onboarding, training, and performance management
Set clear expectations, provide ongoing coaching, and conduct regular performance reviews
Build a culture of accountability, customer focus, and continuous improvement
Own workforce planning in coordination with volume trends and business needs
Own the day-to-day relationship with the external call center partner
Define performance expectations, SLAs, and quality standards
Develop training materials and documentation used by external agents
Monitor performance through KPIs, call monitoring, and regular business reviews
Identify gaps and drive corrective actions when performance or compliance issues arise
Create, document, and maintain customer service SOPs, workflows, and work instructions
Ensure consistency across internal teams and external partners
Partner with Quality and Regulatory to ensure SOPs meet applicable requirements (e.g., FDA QSR, ISO 13485, EU MDR as applicable)
Regularly review and update procedures based on audits, metrics, and business changes
Define, implement, and track customer service KPIs, including but not limited to: Average Speed of Answer (ASA) Average Handle Time (AHT) First Contact Resolution CSAT / NPS Call abandonment rate Complaint and escalation trends
Develop dashboards and regular reporting for leadership
Use data to identify root causes, prioritize improvements, and justify resourcing decisions
Ensure accurate intake, documentation, and escalation of product complaints and adverse events
Partner closely with Quality and Regulatory teams on complaint handling, post-market surveillance, and audits
Support internal and external audits related to customer service operations
Ensure training records, SOPs, and documentation are audit-ready
Serve as the voice of the customer internally
Partner with Operations, Supply Chain, Marketing, IT, Quality, and Regulatory to resolve systemic issues
Support product launches, promotions, and process changes from a customer service perspective