Reports to: Head of CS Operations 

Department: Customer Experience 

Job Purpose 

The CS3 Manager leads Daybreak's optimization-phase support function, the team responsible for guiding patients from device fit through long-term treatment optimization and for resolving the more complex escalations that move beyond frontline onboarding. This team carries patients through the most relationship-intensive part of their journey, owns refund and quality-assurance operations, and serves as the resolution layer for issues that other teams cannot close on their own. 

This person is a people leader and an operator. They coach and develop a team of experienced CS3 associates, hold the line on quality and SLA standards, manage escalation and refund workflows with sound judgment, and partner cross-functionally to resolve the systemic issues that surface through complex cases. 

Responsibilities 

Team Leadership and Coaching 

• Lead, coach, and develop a team of CS3 associates, holding regular one-on-ones, team meetings, and performance discussions. 

• Provide real-time guidance on complex and escalated patient situations across phone, email, and SMS. 

• Own performance management and development planning, conducting KPI coaching and addressing rep-level performance directly and privately. 

• Interview, hire, onboard, and train new associates, reinforcing process and QA calibration as the team scales. 

• Manage coverage planning and workload balancing to maintain service levels during peaks and staffing gaps. 

Optimization and Escalation Management 

• Support patient progression from device fit through optimization, ensuring patients stay engaged through the longer treatment arc. 

• Own the escalation queue for issues that move beyond frontline onboarding, including cross-team handoffs and worst-case scenarios requiring direct intervention. 

• Review disengaged or stalled optimization-phase patients and drive re-engagement and resolution. 

• Coordinate handoffs with CS1, CS2, and MD/VIP tiers, keeping ownership boundaries clear so patients do not fall between teams. 

• Identify upsell, referral, and review opportunities with optimized patients and coach the team to act on them appropriately. 

Refund Operations and Quality Assurance 

• Own refund operations for the team, ensuring requests are processed accurately, on time, and in line with Daybreak refund policy across Salesforce and Shopify. 

• Oversee quality assurance of refund decisions and patient interactions, using a consistent, repeatable methodology rather than case-by-case review. 

• Apply root cause analysis to recurring errors and policy exceptions, distinguishing one-off mistakes from systemic process failures. 

• Maintain a clear, auditable record of refund activity, audit findings, exceptions, and corrective actions for leadership review. 

• Partner with the Quality Associate function to mature audit rubrics, scorecards, and SOPs over time. 

Process, Systems, and Cross-Functional Coordination 

• Draft and maintain SOPs, workflow guidance, and training materials for the team. 

• Build and maintain dashboards for KPI tracking, and identify reporting gaps. 

• Draft tickets for automation, workflow improvements, and bug fixes, partnering with Ops, Data, and Product. 

• Collaborate across Sales, Clinical, Insurance, Manufacturing, Data, and Product to resolve systemic issues surfaced through complex cases. 

• Surface cross-functional problems with a private recommendation before raising them broadly, and credit fixes to the owning person. 

Attributes and Qualifications 

• Three or more years of customer service or support experience, with at least one to two years in a team lead, supervisor, or manager role. 

• Strong people leader with a track record of coaching experienced agents to measurable performance improvement. 

• Proven ability to manage complex escalations and de-escalate challenging patient situations with professionalism. 

• Operationally fluent: comfortable owning KPIs, SLAs, and quality metrics, and translating data into action. 

• Sound judgment on refund and policy decisions, with the discipline to enforce standards consistently while protecting the patient relationship. 

• Excellent written and verbal communication, with the judgment to handle performance conversations privately and professionally. 

• Comfortable with ambiguity and able to adapt and prioritize in a fast-paced, scaling environment. 

• Proficiency in Salesforce or a comparable CRM required; Shopify familiarity a plus. 

• Experience in healthcare, medical devices, or a regulated or patient-facing environment preferred. 

What Success Looks Like 

• CS3 associates are developing measurably, with clear role clarity and regular coaching. 

• Complex escalations are resolved completely and at the source, not passed around or left to age. 

• Refund requests are processed accurately and on time, with a clear and documented audit trail. 

• Optimization-phase patients stay engaged, and disengagement is caught and reversed before it becomes attrition. 

• Patient interactions consistently meet or exceed SLA and satisfaction benchmarks. 

• Documentation and reporting give leadership a reliable, current picture of team performance without requiring follow-up.