The Role:
The Manager, Customer Support is a key leader within the Customer Operations organization, partnering closely with the Sr. Director of Customer Operations to oversee a high-performing Tier 1 support team responsible for delivering exceptional service at first contact. This role provides daily leadership to Tier 1 technicians, with a focus on expert communication, accurate case management, efficient triage, and appropriate escalation of customer concerns.
This leader enhances intake processes, strengthens workforce management practices, and ensures customers receive timely, high-quality support during core business hours. The Manager helps team members navigate customer inquiries, understand business procedures, and consistently deliver on customer expectations. They also monitor team performance and drive improvements in customer satisfaction by promoting timely responses, adherence to process, and a culture of customer obsession.
What you'll do:
Operational Leadership & Performance
- Create, refine, and enforce standard operating procedures (SOPs) to support iA’s rapid growth by analyzing KPIs and implementing data-driven improvements.
- Direct and manage daily activities of Tier 1 support personnel with emphasis on communication and soft skills, accurate triage, attention to detail, and thorough case documentation.
- Coach, mentor, and evaluate team performance on a daily, weekly, and monthly basis to achieve and exceed KPIs and service goals.
- Identify and execute improvement opportunities across Customer Operations to elevate service quality and operational efficiency.
Customer Experience & Quality
- Model and reinforce a culture of empathy, ownership, and customer obsession by ensuring every interaction reflects genuine care and a commitment to exceeding expectations.
- Maintain and enforce best-in-class customer service practices through consistent quality monitoring, coaching, and feedback.
- Support entitlement verification, order processes, RMAs, and other customer-related actions within iA support plans.
Workforce & Queue Management
- Analyze contact drivers and trends to ensure appropriate staffing levels across hours of operation.
- Oversee scheduling, shift bidding, and real-time queue management to maintain scalable support coverage, including participation in 24x7 operational readiness.
- Utilize WFM practices or tools to optimize agent utilization and ensure service level adherence.
Critical Incident Management
- Support iA’s critical incident processes by leading response teams, assigning resources, using priority frameworks, and leveraging rapid notification systems.
Who you are:
- Bachelor’s degree (or equivalent experience).
- Minimum 2 years of experience leading customer service or technical support teams with a track record of achieving high-quality support outcomes.
- Experience with workforce management practices, including scheduling, shift bidding, and data analysis.
- Strong consultative, communication, and stakeholder-influencing skills.
- Familiarity with post-contact or transactional NPS survey processes and feedback loops.
- Demonstrated business acumen and understanding of scaling support in growing organizations.
- Proficiency with CRM platforms (e.g., Salesforce) and automated alerting systems (e.g., PagerDuty).
- Proficient in Microsoft Office Suite.
- Ability to work independently in a fast-paced environment with evolving priorities.
- Understanding of core contact center disciplines such as workforce management and quality assurance.
It would be great if you also have:
- Prior experience directly leading teams of 10 or more.
- Experience with Windows operating systems
- Driven and motivated to learn new technology and practices
Applicants must be authorized to work for ANY employer in the U.S. Employer will not sponsor applicants for work visas.
Compensation:
The estimated base annual salary range for this position is $77,605 to $104,995, though a candidate’s base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.
What are the perks?
- Generous time off policy that allows you to put your family first
- Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
- Competitive benefits, salary, and talent development opportunities
- Commitment to professional development and working for a company where your voice is heard
More about iA:
iA® (Innovation Associates®) is a pharmacy fulfillment company that provides an integrated platform of capabilities to support Centralized and Community Pharmacy Fulfillment Solutions. With over 30 years of experience in the pharmacy fulfillment business, we have developed and implemented a suite of automation and software solutions that help deliver quick and sustainable business results. Our integrated Pharmacy Fulfillment Platform enables scalable solutions that helps run the prescription fulfillment process from prescription acceptance to delivery, supporting dynamic design flexibility to service pharmacies in a variety of volumes and settings. Our solutions improve workflow, and increase efficiency, while enabling more time for pharmacists to focus on their patients. iA works with pharmacy providers in the Commercial, Health Systems, Government, and Mail Order/eCommerce markets. iA can help customers transform their pharmacy. For more information, visit iARx.com.
Our Mission: We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support.
Our Products:
- Software
- Modular Hardware
- Sophisticated Counting and Collation Devices
Our Core Values:
- Solutions Driven
- Customer Centric
- Championing Diversity
- Empowering Ownership
- Trust Daringly
To learn more about iA’s product, people and culture visit us at iARx.com OR check us out on LinkedIn, Facebook, or YouTube!
iA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
