Customer Service Quality Manager

Daybreak is building a world-class patient experience, and this role sits at the intersection of frontline support and operational quality. The Customer Service Quality Associate handles patient interactions across the full treatment journey while owning the accuracy and integrity of our refund operations. This person brings a sharp eye for process, strong documentation habits, and the judgment to identify what is working and what is not. It is a role for someone who wants to do more than resolve tickets, and who is energized by the idea of making a CX team better over time.

Responsibilities

Deliver excellent customer service across phone, email, and SMS, addressing patient questions and concerns at every stage of the treatment journey

Manage inbound and outbound patient communications with urgency and empathy

Support patient progression from device fit through optimization, coordinating across internal teams as needed

Drive business growth by encouraging Google and Facebook reviews, facilitating referrals, and identifying upsell opportunities with optimized patients

Refund Processing and Quality Auditing

Review and process refund requests in accordance with Daybreak refund policy, working across Salesforce and Shopify

Audit refund decisions for accuracy and policy compliance, flagging exceptions and escalating appropriately

Identify and document refund trends, recurring error patterns, and process improvement opportunities

Maintain accurate records of all refund activity and audit findings for leadership reviews

Attributes and Qualifications

Process-minded and detail-oriented, with demonstrated ability to work accurately within defined policies

Customer-obsessed, with a track record of delivering outstanding patient or customer experiences

Analytical curiosity; comfortable identifying patterns and surfacing observations in a clear, structured format

Excellent written and verbal communication skills

Total ownership mindset: resolves issues completely and documents them in a way that benefits the broader te

High achiever motivated by quality, accuracy, and continuous improvement

Comfortable with ambiguity; able to adapt and prioritize in a fast-paced environment

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

Prior experience in healthcare, medical devices, operations, or a compliance-adjacent function preferred

What Success Looks Like

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

Quality observations and policy exceptions are identified proactively and escalated through the right channels

Patient interactions consistently meet or exceed SLA and satisfaction benchmarks

Documentation and reporting are consistently useful to leadership without requiring follow-up

#J-18808-Ljbffr