Overview
Customer Service Team Manager Jobs in Culver City, CA at Honeybee Health
Title: Customer Service Team Manager
Company: Honeybee Health
Location: Culver City, CA
This position is available to candidates located in: California, Colorado, Florida, Oregon, Rhode Island, Vermont, Virginia, or Washington ONLY
About the Role
We're looking for a Customer Service Manager to lead our remote support team and help us build a best-in-class patient experience. You'll own day-to-day operations, develop our performance metrics framework, and coach a team of representatives and supervisors to deliver exceptional care at scale.
What We're Looking For
We hire people who reflect our values:
- Reliable – You show up, plan ahead, and follow through.
- Hardworking – You believe in the mission and know big goals take a team.
- Detail-Oriented – This is pharmacy. Accuracy matters every single time.
- Eager to Learn – You ask questions, share knowledge, and stay curious.
- Adaptable – We're a startup. Things move fast and you move with them.
- Team Player – You're here to deliver an exceptional experience for our patients and partners.
Online customer service experience and weekend availability are required.
What You'll Do
Team Leadership
- Lead, coach, and develop a remote team of Customer Service Representatives and Supervisors
- Own hiring, onboarding, and training as the team grows
- Conduct regular 1:1s and performance reviews to keep the team aligned and improving
- Serve as the escalation point for complex or sensitive patient issues
- Foster a culture of accountability, continuous improvement, and customer-centered service
Operations and Quality
- Oversee daily operations across phone, email, and chat to ensure consistent, high-quality interactions
- Develop and refine SOPs, escalation workflows, and quality assurance processes
- Monitor service levels and staffing coverage, adjusting in real time as needed* Ensure all workflows are documented and updated as changes are implemented
Metrics and Performance
- Build and own our performance metrics framework, including KPIs for CSAT, handle time, first contact resolution, and SLA adherence
- Create reporting cadences that give leadership clear visibility into team health
- Use data to identify gaps, set targets, and drive continuous improvement
Cross-Functional Partnership
- Partner with pharmacy, operations, and product teams to surface and resolve systemic issues
- Translate patient feedback trends into actionable recommendations for the broader org
- Champion the patient voice in internal decisions
Qualifications
Required
- 3+ years managing a customer service team, ideally in a remote environment
- Track record of building or improving performance metrics programs
- Experience running multi-channel support operations (phone, email, chat)
- Strong data literacy with the ability to turn metrics into clear action plans
- Excellent written and verbal communication skills
- Comfortable in a fast-paced startup where priorities shift
- Weekend availability as needed
Preferred
- Zendesk experience (major plus) or equivalent CRM/helpdesk platform
- Background in healthcare, pharmacy, or another regulated, detail-sensitive industry
- Experience building a customer service function from an early-stage foundation
Why You'll Love Working Here
- Make an Impact – Help make healthcare more accessible and affordable.
- Lead Something Meaningful – Shape what best-in-class support looks like at a growing company.
- Collaborative Team – Our hive is supportive, tight-knit, and values everyone's contributions.
- Work Remotely – No commute. We provide all necessary equipment.
- We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
