Customer Service Lead (Healthcare) - Onsite

About the Role

Daniels Health is seeking a Customer Service Lead to help us strengthen customer service leadership as our customer base continues to grow. In this role, you will partner with the Customer Service Manager and broader leadership team to improve business processes, elevate reporting, and drive initiatives that enhance the customer experience.

Responsibilities

• Take ownership of customer issue resolution to ensure timely, high-quality outcomes
• Support process improvements that streamline customer service workflows
• Strengthen reporting and visibility into service performance and customer trends
• Drive customer-focused initiatives that improve satisfaction and retention
• Mentor and develop customer service colleagues, including coaching on skills and responsibilities
• Collaborate with leadership to refine service standards and escalation practices

Requirements

• Proven experience in a customer service leadership or escalation-focused role
• Strong communication skills with the ability to handle sensitive customer situations
• Comfort working with reporting/metrics to track performance and identify opportunities
• Demonstrated ability to coach and support team members
• Experience in a healthcare or safety-adjacent environment is a plus

Benefits

• Opportunity to contribute to a mission-driven organization focused on making healthcare safer
• Supportive leadership environment with room to improve processes and customer outcomes
• Professional growth through coaching and team development responsibilities