About the Role

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.

Key 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

5+ 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 passionate about mental health, learning, and team empowerment.
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.(virtual desktop, home office, etc.; 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.

Please upload your resume in English.

Full-time jobs

Senior Sales & Customer Service Manager