Customer Service Manager

Company Overview

At Akina Pharmacy, the shared purpose that drives us is to enrich the lives of the people in our care through compounded medications. As a people-first organization, we embrace the Entrepreneurial Operating System (EOS) to ensure our success by prioritizing the recruitment and development of exceptional talent.

Joining Akina means stepping into an environment where clear communication, pragmatic decision-making, and accountability are at the forefront. We are committed to empowering our team members and fostering a culture of growth and support. If you are driven by a passion for making a meaningful impact and seek a vibrant, compassionate workplace, we invite you to discover the opportunities awaiting you at Akina Pharmacy. Together, let's build a healthier, happier community.

Position Summary

At Akina Pharmacy, excellence, compassion, service, and initiative are at the heart of everything we do—and the Customer Service Manager plays a key role in bringing those values to life. This role leads and manages the customer service team to ensure every customer interaction reflects Akina’s commitment to excellence, quality, and care. 

Through strong leadership and accountability, the Customer Service Manager creates a culture where team members are equipped, supported, and motivated to serve others with excellence. They track and analyze key performance metrics to identify opportunities for improvement, streamline processes, and elevate both individual and team performance. Above all, this role ensures that every customer experience reinforces Akina’s mission to serve with diligent responsiveness and compassion -  delivering exceptional results, every time.

You will love it here if you are motivated by Akina’s Core Identity Values:

• Excellence Always 
• Go-Getter’s Unite
• Compassion For All
• Called To Serve

You’ll have success here if you value clear processes and get, want, and have capacity to do the following things:

• Lead + Manage = Accountability (L+M=A): Lead and manage the customer service team towards achieving exceptional service standards, holding team members accountable for their performance, and ensuring they embody the company's core values. This involves setting clear expectations, providing feedback, and fostering a culture of excellence and continuous improvement.
• Metrics Management and Reporting: Track & analyze key customer service metrics (, hold time, abandoned call rate, call quality, resolution rates, CSAT/NPS). Generate regular reports to identify trends, opportunities for improvement, and make recommended changes to processes that elevate both performance and the customer experience.
• Operational Excellence and System Execution: Oversee the day-to-day operations of the customer service department, including scheduling, workload distribution, and monitoring service levels. Ensure that calls, emails, and tickets are handled efficiently and within defined service standards. Execute and facilitate implementation of customer service processes to ensure they are consistently followed by all (FBA), driving consistency, efficiency, and quality across the team.
• Team Development and Capability Building: Develop people as the foundation of the department’s success. Provide regular training and coaching to improve team skills, product & process knowledge, and autonomy.
• Customer Escalation & Issue Resolution: Serve as the primary escalation point for complex or high-priority customer issues. Work collaboratively with internal departments to resolve problems quickly and effectively, ensuring a positive customer experience and preserving trust.

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable for hitting the following numbers:

• Average Hold Time (Patients): <90 seconds
• Average Hold Time (Prescribers): <20 seconds
• Abandoned Calls (<5%)
• Chat 1st Response Time: <60 seconds
• Customer Satisfaction Score: >4.8

If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded. 

Our company runs on EOS purely. That means as a member of this team, you will have a leader who:

• Gives clear directions and expectations
• Makes sure you have the necessary tools
• Delegates appropriately
• Has effective meetings
• Meets one-on-one with you quarterly or more, if needed
• Rewards and recognizes your performance

Experience and Qualifications

• Leadership and Management Experience: 3+ of experience leading and managing a customer service team, with a proven ability to foster a culture of excellence and continuous improvement, preferably within healthcare, pharmacy, or another highly regulated industry.
• Strong analytical and reporting skills with experience using data to monitor service metrics (e.g., hold time, abandoned call rate, resolution rate, CSAT/NPS) and drive continuous improvement.
• Proven ability to lead, train, and develop high-performing teams through coaching, accountability, and alignment with company values, strengthening product knowledge, communication, and system proficiency (e.g., eQMS, EHR).
• Skilled in handling escalations and resolving complex customer issues, collaborating cross-functionally to ensure a positive customer experience.

Benefits & Perks

• Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
• Paid time off (vacation and sick time): Take advantage of generous paid time off to recharge, focus on personal priorities, and maintain a healthy work-life balance.
• Paid Holidays (8 scheduled): Enjoy eight scheduled paid holidays to celebrate and spend quality time with loved ones.
• 401K Dollar-for-Dollar Up to 4%:  Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.