Senior Manager of Customer Service

Position Overview

The Customer Service Manager at Coastal Administrative Services (CAS) leads a high-performing team dedicated to providing exceptional support to members, providers, and partners in navigating healthcare benefits and services. This role is responsible for driving strategic initiatives to improve service quality, operational efficiency, and team performance while ensuring compliance with regulatory and contractual requirements. 

Key Responsibilities 

Leadership & Strategy 

• Provide vision and leadership to the Customer Service team, ensuring alignment with CAS’s mission and service commitments. 
• Develop and implement customer service strategies that enhance satisfaction, reduce response times, and improve resolution rates. 
• Lead, mentor, and develop a team of customer service representatives and team leads, fostering a culture of accountability, engagement, and professional growth. 
• Oversee workforce planning, including hiring, training, performance management, and succession planning, applying HR best practices to team development. 

Operational Excellence & Process Improvement 

• Analyze service metrics, trends, and customer feedback to identify opportunities for operational improvements and efficiency gains. 
• Optimize workflows and service protocols using Zendesk, VBA, and ProcedureFlow to enhance process automation and knowledge management. 
• Manage and track key performance indicators (KPIs), including call handle times, resolution rates, service levels, and escalations. 
• Ensure compliance with industry regulations, internal policies, and client contractual obligations. 

Cross-Functional Collaboration & Stakeholder Engagement 

• Work closely with internal teams (Operations, Account Management & Claims) to drive service enhancements and problem-solving initiatives. 
• Act as a liaison between CAS and client organizations to ensure seamless communication and issue resolution. 
• Partner with HR on people management, team engagement, and professional development initiatives. 

Technology & Innovation 

• Utilize Zendesk for ticketing and service management, VBA for client records, and ProcedureFlow for workflow documentation and process mapping. 
• Leverage Microsoft Office Suite (Excel, PowerPoint, SharePoint, Outlook, Word) to manage reporting, presentations, and documentation. 
• Advocate for and implement technology solutions that enhance customer service efficiency, such as AI-driven tools, automation, and improved CRM functionalities. 

Qualifications & Experience 

• Proven leadership experience in customer service, preferably in a Third Party Administrator (TPA), healthcare, or benefits administration setting. 
• Strong people management skills, with knowledge of HR best practices in employee engagement, performance management, and workforce planning. 
• Operational and strategic expertise in customer service optimization, workforce management, and process improvement. 
• Analytical mindset, with the ability to interpret service metrics, trends, and performance data to drive decisions. 
• Exceptional communication and stakeholder management abilities to navigate complex client and member needs. 
• Knowledge of healthcare, insurance, or benefits administration is highly desirable. 
• Proficiency in Zendesk, VBA, ProcedureFlow, and Microsoft Office Suite (Excel, PowerPoint, SharePoint, Outlook, Word). 

Schedule & Work Environment 

• This is a full-time, 100% remote position. 
• Provide hands-on leadership and real-time problem-solving. 
• Fast-paced, team-oriented environment requiring adaptability and strong decision-making skills. 

Success in This Role Looks Like: 

• Increased efficiency and responsiveness of the Customer Service team. 
• Improved resolution rates and customer satisfaction scores. 
• A well-structured and highly engaged team operating with clarity, accountability, and effectiveness. 
• Stronger collaboration across departments for seamless service delivery. 
• Continuous evolution and improvement of service strategies, technology, and processes.