Proclinical Staffing is hiring: Director, Customer Service in Boston

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.

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