iA · 7 hours ago
Manager, Customer Support
Indianapolis, IN
Full-time
Onsite
Entry, Mid Level
$78K/yr - $105K/yr
2+ years expiA is a pharmacy fulfillment company that provides integrated solutions to support pharmacy operations. The Manager, Customer Support will lead a Tier 1 support team, focusing on enhancing customer service quality and operational efficiency through effective leadership and process improvements.
PharmaceuticalRoboticsSoftware
No H1B
Responsibilities
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
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
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
Support iA’s critical incident processes by leading response teams, assigning resources, using priority frameworks, and leveraging rapid notification systems
Qualification
Required
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
Preferred
Prior experience directly leading teams of 10 or more
Experience with Windows operating systems
Driven and motivated to learn new technology and practices
Benefits
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
Company
iA
iA is the pharmacy fulfillment solution for retail, government, and health systems.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Guy Eldredge
Chief Technology Officer
Thomas Utech
President & Chief Operating Officer
Recent News
2025-03-28
2024-10-28
Company data provided by crunchbase