Customer Service Manager

1 week ago

Hollywood, Florida, United States Sleeplay Full time $60,000 - $100,000 per year

Customer Service Manager – Sleeplay

Overview

Sleeplay is on a mission to redefine sleep therapy by providing top-tier CPAP products and a seamless customer experience. We are seeking a
Customer Service Manager
to lead our front-line customer service team. This role will ensure customers receive timely, empathetic, and solution-focused support across all channels, while optimizing operational workflows and ensuring full compliance with medical and fulfillment requirements.

Key Responsibilities

Team Leadership & Coaching

  • Train, coach, and develop customer service agents to uphold Sleeplay's high standards of service, empathy, and product knowledge.
  • Conduct weekly knowledge refreshers focused on CPAP devices, prescription workflows, insurance, and customer pain points.
  • Monitor team morale, performance, and workload distribution to ensure balanced support coverage.

Service Quality & Responsiveness

  • Ensure
    100% of emails and chats are responded to by end of day
    , Monday through Friday.
  • Implement quality control checks for written responses to maintain professionalism and accuracy.
  • Oversee real-time queue monitoring, agent adherence to SLAs, and resolution times.

Customer Feedback & Reputation Management

  • Proactively monitor negative reviews (Google, Trustpilot, etc.) and escalate trends or high-priority cases to leadership.
  • Respond to or delegate the resolution of customer complaints publicly and privately within 24 hours.
  • Track patterns in complaints and partner with product and operations to identify root causes and improvements.

Prescription Order Management

  • Ensure all
    pending Rx orders
    are tracked and followed up on
    weekly
    via email, SMS, or phone calls.
  • Coordinate with agents to log each customer contact attempt in the CRM and flag stalled cases.
  • Work cross-functionally with fulfillment to prioritize shipping once Rx is received.

Reporting & Continuous Improvement

  • Maintain daily, weekly, and monthly customer service performance dashboards (e.g., first response time, resolution time, CSAT, ticket volume).
  • Recommend improvements to tools, processes, macros, or automations to reduce ticket handling time and increase accuracy.
  • Monitor the performance of self-service resources (FAQs, Help Center) and propose updates.

Compliance & Documentation

  • Ensure proper handling of PHI (Protected Health Information) in all channels.
  • Validate that customer interactions and Rx handling comply with HIPAA and medical device fulfillment regulations.

Qualifications

  • 3+ years in customer service roles, with 1+ year in a supervisory or team lead capacity.
  • Experience in eCommerce, medical equipment, or DTC is highly preferred.
  • Strong written and verbal communication skills.
  • Familiarity with tools like Gorgias, Shopify, HubSpot, or equivalent.
  • High attention to detail and accountability mindset.
  • Bilingual (Spanish) is a strong plus.

Reporting Line

This role reports to the
Head of Operations
and partners closely with fulfillment, marketing, and product teams.

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