Senior Sales & Customer Service Manager

We are seeking a proactive and highly motivated Senior Sales & Customer Service Manager who is kind, patient and compassionate. The ideal candidate is not only passionate about mental health and helping people but also thrives in a fast-paced environment where coaching, communication, accountability, and data-driven strategies are key.

This position is integral to maintaining our customer service excellence, driving sales, supporting retargeting efforts, and fostering a team culture focused on quality, empathy, and growth.

Responsibilities

• Train new and existing staff, ensuring alignment with company goals, service quality, and ethical standards.
• Help reduce costs in the company.
• Motivate, guide, and mentor team members to achieve performance targets.
• Conduct regular team evaluations and hold the junior members accountable for their performance.
• Fill in for team members during leaves, absences, or peak demand periods.
• Host and chair meetings to maintain alignment and morale.
• Monitor and listen to calls to ensure service excellence, adherence to scripts, and emotional intelligence.
• Provide constructive feedback and coaching based on call quality and team interactions.
• Ensure prompt callbacks and proactive retargeting of potential patients.
• Personally assist in callbacks or take direct calls when necessary to meet standards or support the team.
• Conduct video calls with patients and team members to address concerns and answer queries in a clear, compassionate manner.
• Support the collection of payments, working closely with finance and customer teams.
• Maintain and exceed customer satisfaction metrics.
• Work closely with the marketing team to align messaging, strategy, and patient communication.
• Coordinate with the Google Ads team and stats team to evaluate campaign effectiveness and patient acquisition efforts.
• Keep documentation in place for all meetings, processes, etc.
• Liaise with doctors, social workers and patient advocates.
• Work on receiving client feedback and follow up with clients.
• Lead regular audits and suggest improvements based on performance data and client feedback.

Qualifications

• 10+ years in sales, customer service, or team leadership roles (healthcare industry).
• The candidate must be kind, patient, empathetic and compassionate.
• The candidate must be familiar with CRM systems, call review tools, and Google Ads analytics.
• The candidate must be able to read and talk about a topic in 48 hours.
• The candidate must have the ability to work remotely in the US time zone. (9 AM to 6 PM ET)
• The candidate must understand medical billing for out-of-network services.
• The candidate must have excellent spoken English and be comfortable making inbound and outbound calls to potential patients.