Customer Service Lead

About Southend Pharmacy
Southend Pharmacy is a modern 503A compounding pharmacy built on clinical precision operational clarity and a human-first approach. Licensed in 35 states and focused on longevity-aligned therapeutics we support providers and their patients with precision in compounding and transparent processes. Southend Pharmacy operates at the intersection of innovation ambition and clinical excellenceblending precision clarity and compassionate support to help providers deliver patient-centered clinically guided care across every step of the treatment journey.

Work Schedule

Regular schedule is Monday Friday 10:30am to 7:00pm. During the initial training period expected to last approximately 6 to 8 weeks the employee will work Monday - Friday 9:00 am to 5:30 pm before transitioning to the regular schedule.

Customer Service Lead (On-site)

The Customer Service Lead provides day-to-day operational leadership and real-time support to Customer Service Representatives (CSRs) while helping ensure exceptional service to customers. This position serves as a first point of escalation for complex customer concerns and provides guidance to CSRs regarding policies procedures systems products and established workflows.

Key Responsibilities:

• Provide day-to-day operational leadership and real-time support to Customer Service Representatives.
• Monitor daily call chat email and ticket queues to support timely response and resolution.
• Monitor agent availability adherence workload and service conditions throughout the shift and communicate coverage concerns to Customer Service leadership.
• Help redistribute work when customer volume staffing or service levels require operational adjustments.
• Provide real-time assistance to CSRs regarding customer inquiries systems products policies procedures and established workflows.
• Support achievement of department performance goals including service level average speed of answer abandonment rate ticket response times productivity quality and customer experience measures.
• Handle customer contacts as needed to sThe Customer Service Lead supports daily queue management service-level performance quality monitoring training coaching onboarding and process improvement initiatives. Working closely with Customer Service leadership Pharmacy Operations Quality Assurance and other internal departments the Lead helps identify and resolve operational barriers customer experience concerns and workflow issues while ensuring compliance with HIPAA patient privacy requirements and company policies.
• This position serves as a subject matter expert and working leader who is expected to provide hands-on support during periods of high volume assist with complex customer interactions reinforce department expectations and help maintain consistent service and operational standards across phone chat email and other customer communication channels.
• Pharmacy Operations pharmacists technicians Finance Quality Technology or other departments as appropriate.
• De-escalate challenging customer interactions while maintaining professionalism empathy and a customer-focused approach.
• Ensure escalated cases are thoroughly documented within applicable systems.
• Identify recurring customer issues and escalate trends risks or systemic concerns to Customer Service leadership.
• Handle customer contacts when needed to support service levels high volume periods or complex cases.

Required Qualifications:

• High school diploma or GED.

• Minimum 2 - 4 years of experience working in a high-volume call center customer service role in healthcare or pharmacy setting with in-office collaboration and team-based operations.

• At least 2 years of experience in a team lead supervisory or comparable leadership role.

• Excellent verbal and written communication skills.

• Strong conflict resolution skills and strong interpersonal skills.

• Working knowledge of Google Workspace (Docs Sheets Gmail and Calendar) for communication documentation and workflow management.

• Experience utilizing a cloud-based phone and contact center platform such as RingCentral for inbound/outbound customer interactions.

• Experience with LifeFile Intercom Nexus and Stripe or similar platforms used for customer interactions case documentation and workflow tracking.

• Ability to navigate multiple systems simultaneously while maintaining accuracy and providing a high level of customer service.

• Ability to multitask prioritize competing demands manage time effectively and remain composed in a fast-paced environment.

Preferred Qualifications:

• Associate or bachelors degree in healthcare administration business or related field.

• Hold a current and valid Certified Pharmacy Technician (CPhT) license issued by the Pharmacy Technician Certification Board (PTCB) or National Health career Association (NHA).

• Experience in a 503B or 503A pharmacy setting.

• Familiarity with HIPAA regulations and patient privacy standards.

• Bilingual in English and Spanish is a plus.

Work Environment:

Requires prolonged periods of sitting and working at a computer workstation and occasional lifting to 20 pounds.

What We Offer

• Full benefits package including medical vision dental 401(k) with company match PTO Flex days holidays and more!

Southend Pharmacydoes not provide employment visa sponsorship now or in the future. Applicants must be legally authorized to work in the United States without the need for current or future sponsorship.

Equal Opportunity Employer Statement
Southend Pharmacy is proud to be an Equal Opportunity Employer where we are committed to fostering a diverse and inclusive workplace. We are committed to cultivating a culture where all team members feel valued & respected. All qualified applicants will receive consideration for employment without regard to race color religion sex gender identity or expression sexual orientation national origin genetic information disability age veteran status or any other characteristics protected by applicable law.

If you have any questions or require immediate assistance or accommodations during the application or interview process please contact us at.