Proclinical Staffing
Director, Customer Service
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.
Key Responsibilities
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.
Qualifications
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.
Contact If you have any questions, please contact
Janelle Jones
at
j.jones@proclinical.com .
Apply If you are interested in this opportunity, please click 'Apply' or request a call back at the top of this page.
Seniority level
Director
Employment type
Full‑time
Job function
Customer Service
Industries
Professional Services
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.
By submitting this application, you confirm that you've read and understood our privacy policy, which informs you how we process and safeguard your data: https://www.proclinical.com/privacy-policy
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Key Responsibilities
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.
Qualifications
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.
Contact If you have any questions, please contact
Janelle Jones
at
j.jones@proclinical.com .
Apply If you are interested in this opportunity, please click 'Apply' or request a call back at the top of this page.
Seniority level
Director
Employment type
Full‑time
Job function
Customer Service
Industries
Professional Services
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.
By submitting this application, you confirm that you've read and understood our privacy policy, which informs you how we process and safeguard your data: https://www.proclinical.com/privacy-policy
#J-18808-Ljbffr