Customer Service Lead

About Us

At The Pharmacy Hub , we collaborate with pharmaceutical brands, manufacturers, health brands, telemedicine providers, and healthcare companies to deliver essential products directly to patients. Our expertise allows us to seamlessly distribute pharmaceuticals, medical devices, and other healthcare products to consumers, ensuring greater accessibility and convenience.

Core Values
The Pharmacy Hub is dedicated to breaking barriers in healthcare by championing access, intervention and affordability.

• Customer-first mindset - we develop strong partnerships with telehealth platforms and healthcare companies to enhance access and understand their specific needs


• Innovation for intervention in care - we develop advanced compounding solutions and products to better support patient health outcomes


• Continuous improvement - we continuously improve our processes and offerings through intelligent, honest and transparent practices to deliver cost-effective solutions that truly benefit our clients and their patients.

You will play a pivotal role in maintaining these values and contributing to the company’s mission of redefining healthcare delivery through superior pharmacy services.

Job Summary:
The Customer Service Lead is responsible for guiding the customer service team in delivering an exceptional client experience from start to finish. This role ensures that clients achieve their goals with the company’s products and services through proactive relationship management, strategic support, and operational excellence. Acting as both a team leader and a client advocate, the Customer Service Lead drives satisfaction, loyalty, and retention by fostering collaboration across departments and continuously improving service quality and efficiency.

Key Responsibilities:

Team Leadership & Development

• Recruit, train, and onboard new members of the Client Services team.


• Provide regular coaching, mentorship, and performance feedback to promote professional growth and team success.


• Foster a culture of accountability, empathy, and continuous improvement.

Client Relationship Management

• Oversee and resolve escalated client inquiries through Freshdesk and other communication channels.


• Communicate directly with clients to address order issues, delays, or clarifications with professionalism and urgency.


• Coordinate with internal departments to ensure prompt resolution of client concerns and fulfillment of service commitments.


• Proactively share inventory updates, identify potential service gaps, and recommend suitable alternatives when necessary.


• Build long-term client relationships through consistent follow-up, transparency, and reliability.

Reporting & Performance Metrics

• Monitor, track, and analyze key performance indicators (KPIs) related to client satisfaction, service quality, and team productivity.


• Prepare reports and present insights to management to support data-driven decision-making.


• Identify trends and implement process improvements to increase efficiency and client success outcomes.

Qualifications:

• Fluent in English.


• 3+ years of experience in client services, account management, or customer success.


• Bachelor’s degree in Business Administration, Marketing, Communications, or related field.


• Minimum 1 year of experience in a supervisory or team lead role.


• Excellent written and verbal communication skills with strong emotional intelligence.


• Proven ability to identify, analyze, and resolve client issues effectively.


• Strong organizational skills and attention to detail.


• Data-driven mindset with experience in KPI analysis and performance tracking.


• Ability to multitask, prioritize, and thrive in a fast-paced environment.


• Proficiency in CRM or helpdesk platforms (e.g., Freshdesk, Zendesk, Salesforce).


• Experience in pharmaceutical, healthcare, or regulated industries preferred but not required.


• Demonstrated leadership ability and adaptability to evolving client and market needs.

What We Offer

• Competitive salary.


• Flexible scheduling options.


• Opportunities for growth in a rapidly expanding telepharmacy practice.


• Collaborative and innovative work environment focused on patient safety and compliance.

This is a full-time position, working 44 hours per week, Monday through Friday

This is a 100% onsite role; remote or hybrid work is not available

Pay Range

$49,000 - $69,000 USD

Benefits:

• 401(k) with up to 4% matching


• Medical, dental, vision and life insurance


• Paid time off


• Paid public holidays

At The Pharmacy Hub , we don’t just offer jobs—we offer opportunities for career growth and development. We take pride in our fast-paced, team-driven culture and are committed to supporting our employees in achieving success.

If you’re ready to join a company that values hard work, dedication, and teamwork, apply today! We look forward to welcoming you to The Pharmacy Hub and working together to deliver top-tier pharmacy fulfillment solutions.