Customer Service Manager

21 hours ago

Lagos, Lagos, Nigeria PHARMARUN Full time ₦3,000,000 - ₦6,000,000 per year

Customer Service Manager (Full-Time, Lekki – Lagos)

Join Pharmarun and Help Redefine Access to Healthcare

About Pharmarun

Pharmarun is a healthtech platform that makes medication access fast, seamless, and reliable by aggregating a trusted network of pharmacies. We ensure people get the medicines they need — quickly, safely, and at the best value possible.

Role Summary

We're looking for an experienced
Customer Service Manager
to lead Pharmarun's Customer Experience and Support operations across our B2C, B2B, and Vendor channels.

This role is for a hands-on, data-driven leader who can scale teams, improve processes, and uphold world-class service standards. The ideal candidate has experience in healthcare/pharmacy, understands patient empathy, and knows how to turn operational insights into action.

Key Responsibilities

  • Oversee day-to-day operations of Customer Service, B2B Support, and Vendor Support teams.
  • Lead, mentor, and develop a high-performing team of call centre agents and support staff.
  • Build and maintain QA frameworks to ensure accuracy, professionalism, and consistency.
  • Establish and optimize SOPs for ticket management, escalations, and resolutions.
  • Track and improve core service metrics: TAT, NPS, CSAT, FCR, and overall response quality.
  • Collaborate closely with Operations, Product, and Pharmacy teams to resolve issues swiftly.
  • Maintain scripts, training materials, and communication guidelines for standardization.
  • Manage team scheduling, performance reviews, and continuous feedback loops.
  • Provide leadership with data-backed insights on customer trends and systemic issues.
  • Champion the voice of the customer in cross-functional discussions to drive better experiences.

Requirements

  • Bachelor's degree in Pharmacy, Life Sciences, Business Administration, or a related field.
  • 5+ years' experience in Customer Service Management in healthcare, pharmacy, e-commerce, or tech-enabled environments.
  • Proven success managing and developing large, multi-tiered support teams.
  • Strong understanding of CRM, ticketing systems, call tracking tools, and QA dashboards.
  • Excellent leadership, communication, and analytical capabilities.
  • Customer-obsessed mindset with a passion for operational excellence.
  • Ability to thrive in a fast-paced, high-growth environment.

What We Offer

  • A rare opportunity to build and scale customer experience at a fast-growing healthtech company.
  • Meaningful mission-driven work improving access to essential medicines.
  • A collaborative, high-ownership culture with cross-functional visibility.
  • Competitive salary and performance-based incentives.

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