Director, Customer Service

Director, Customer Service - Permanent - Boston, MA

Lead a patient‑first customer service organisation and shape exceptional experiences at the intersection of healthcare and innovation.

Proclinical is seeking a Director of Customer Service to lead and develop a high-performing customer service department in Boston.

Primary Responsibilities:

The successful candidate will focus on creating exceptional patient and clinician experiences while building efficient support processes.

Skills & Requirements:

• Proven experience in leading customer service teams and developing support strategies.
• Strong ability to establish and maintain high-performance standards.
• Expertise in managing multi-channel support systems.
• Excellent communication and collaboration skills, particularly with clinical teams.
• Ability to create user-friendly resources tailored to patient and clinician needs.

The Director, Customer Service's responsibilities will be:

• Build and lead the customer service department, including strategy, staffing, and process development.
• Establish high-performance standards and foster a culture of empathy, reliability, and responsiveness.
• Develop and oversee multiple support channels, such as phone, email, chat, patient portals, and remote troubleshooting.
• Ensure exceptional onboarding, training, and ongoing support for patients and clinicians.
• Collaborate with Clinical Affairs to support patients involved in studies or transitioning to commercial use.
• Create clear and accessible patient resources, including guides, FAQs, and troubleshooting materials.

If you are having difficulty in applying or if you have any questions, please contact Janelle Jones at j.jones@proclinical.com

If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.

Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.

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