Customer Service Manager

Position Summary

The Customer Service Manager is responsible for building, leading, and optimizing a high-performing customer service department that operates through a blended model of AI voice/text servicing, domestic employees, and offshore contractor representative. This role will help lead the customer service strategy, establish performance standards, implement scalable processes, and ensure consistent, high-quality customer experiences across all Tres Health service channels.

Essential Duties & Responsibilities

• Design the customer service structure in collaboration with executive leadership, hire and develop an in-house team, define roles, develop call scripts, and establish workflows
• Define and document service standards, key performance indicators, and adhere to service level agreements set by our clients/partners
• Monitor and communicate reporting metrics and drive continuous process improvement as the company scales
• Maintain high standards for data privacy, HIPAA-related safeguards, documentation, and regulatory requirements applicable to benefits administration
• Partner with the AI voice and text support provider to design, implement, and continuously optimize AI-driven member and provider interactions, including ensuring seamless escalation from AI to live agents while maintaining a high-quality customer experience.
• Perform role-specific operational responsibilities with accuracy and consistency
• Process and manage work in accordance with Tres Health policies and procedures
• Collaborate cross-functionally to resolve issues and improve workflows, particularly with the claims and account management teams
• Foster a service-first mindset, provide coaching and performance management, and build a team capable of supporting rapid company growth while maintaining a high-touch client experience.
• Other tasks as assigned