Overview
Customer Service Manager, Patient Optimization and Escalations Jobs in Los Angeles Metropolitan Area at Daybreak
Title: Customer Service Manager, Patient Optimization and Escalations
Company: Daybreak
Location: Los Angeles Metropolitan Area
Job Purpose
The CS3 (Customer Service) Manager leads Daybreak's optimization-phase support function, the team responsible for guiding patients from device fit through long-term treatment optimization and for resolving the more complex escalations that move beyond frontline onboarding. This team carries patients through the most relationship-intensive part of their journey, owns refund and quality-assurance operations, and serves as the resolution layer for issues that other teams cannot close on their own.
This person is a people leader and an operator. They coach and develop a team of experienced Customer Service associates, hold the line on quality and SLA standards, manage escalation and refund workflows with sound judgment, and partner cross-functionally to resolve the systemic issues that surface through complex cases.
Responsibilities
Team Leadership and Coaching
- Lead, coach, and develop a team of CS3 (Customer Service) associates, holding regular one-on-ones, team meetings, and performance discussions.
- Provide real-time guidance on complex and escalated patient situations across phone, email, and SMS.
- Own performance management and development planning, conducting KPI coaching and addressing rep-level performance directly and privately.
- Interview, hire, onboard, and train new associates, reinforcing process and QA calibration as the team scales.
- Manage coverage planning and workload balancing to maintain service levels during peaks and staffing gaps.
Optimization and Escalation Management
- Support patient progression from device fit through optimization, ensuring patients stay engaged through the longer treatment arc.
- Own the escalation queue for issues that move beyond frontline onboarding, including cross-team handoffs and worst-case scenarios requiring direct intervention.
- Review disengaged or stalled optimization-phase patients and drive re-engagement and resolution.
- Coordinate handoffs with CS1, CS2, and MD/VIP tiers, keeping ownership boundaries clear so patients do not fall between teams.
- Identify upsell, referral, and review opportunities with optimized patients and coach the team to act on them appropriately.
Refund Operations and Quality Assurance
- Own refund operations for the team, ensuring requests are processed accurately, on time, and in line with Daybreak refund policy across Salesforce and Shopify.
- Oversee quality assurance of refund decisions and patient interactions, using a consistent, repeatable methodology rather than case-by-case review.
- Apply root cause analysis to recurring errors and policy exceptions, distinguishing one-off mistakes from systemic process failures.
- Maintain a clear, auditable record of refund activity, audit findings, exceptions, and corrective actions for leadership review.
- Partner with the Quality Associate function to mature audit rubrics, scorecards, and SOPs over time.
Process, Systems, and Cross-Functional Coordination
- Draft and maintain SOPs, workflow guidance, and training materials for the team.
- Build and maintain dashboards for KPI tracking and identify reporting gaps.
- Draft tickets for automation, workflow improvements, and bug fixes, partnering with Ops, Data, and Product.
- Collaborate across Sales, Clinical, Insurance, Manufacturing, Data, and Product to resolve systemic issues surfaced through complex cases.
- Surface cross-functional problems with a private recommendation before raising them broadly, and credit fixes to the owning person.
Attributes and Qualifications
- Three or more years of customer service or support experience, with at least one to two years in a team lead, supervisor, or manager role.
- Strong people leader with a track record of coaching experienced agents to measurable performance improvement.
- Proven ability to manage complex escalations and de-escalate challenging patient situations with professionalism.
- Operationally fluent: comfortable owning KPIs, SLAs, and quality metrics, and translating data into action.
- Sound judgment on refund and policy decisions, with the discipline to enforce standards consistently while protecting the patient relationship.
- Excellent written and verbal communication, with the judgment to handle performance conversations privately and professionally.
- Comfortable with ambiguity and able to adapt and prioritize in a fast-paced, scaling environment.
- Proficiency in Salesforce or a comparable CRM required; Shopify familiarity a plus.
- Experience in healthcare, medical devices, or a regulated or patient-facing environment preferred.
What Success Looks Like
- CS3 associates are developing measurably, with clear role clarity and regular coaching.
- Complex escalations are resolved completely and at the source, not passed around or left to age.
- Refund requests are processed accurately and on time, with a clear and documented audit trail.
- Optimization-phase patients stay engaged, and disengagement is caught and reversed before it becomes attrition.
- Patient interactions consistently meet or exceed SLA and satisfaction benchmarks.
- Documentation and reporting give leadership a reliable, current picture of team performance without requiring follow-up.
Daybreak is an equal opportunity employer. We are committed to building a diverse, inclusive team and to creating a workplace where everyone can thrive. All employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
