Customer Care Assistant Manager

Customer Care Assistant Manager About Life-Assist

At Life-Assist, we show up every day to "Help Heroes Save Lives." Through a culture of caring and genuine connections, we work to ensure first responders have the products, service, and support they need to do their jobs as easily and effectively as possible.

Our culture is at the heart of who we are. We’re looking for positive, motivated, hardworking individuals who want to grow their skills, contribute to a supportive team, and make a meaningful difference in the work they do.

We are looking for a Customer Care Assistant Manager to support the day-to-day operations of our Customer Care Department and help lead a team of Customer Care Specialists.

In this role, you will help ensure our customers receive an exceptional experience across phone, email, chat, and in-person interactions. You will serve as a resource and coach for the Customer Care team, assist with training and development, monitor quality, and help resolve customer service and billing concerns.

The Assistant Manager will also step into the Customer Care Manager role when the manager is unavailable, helping maintain workflow, service levels, and team support.

This is an excellent opportunity for an experienced customer service professional who enjoys developing others, solving problems, collaborating across departments, and making a positive impact on the customer experience.

• Support the Customer Care Manager with the daily operations of the department.
• Provide coaching, mentoring, training, and constructive feedback to Customer Care Specialists.
• Serve as a point of contact for customer questions, concerns, complaints, and service issues.
• Assist customers by phone, email, chat, and in person with product and service information, orders, and account-related questions.
• Monitor Customer Care Specialist interactions as part of the department’s quality assurance process.
• Monitor the website chat program and provide team members with communication tips, resources, and solutions.
• Work with internal departments to resolve customer service and billing concerns.
• Escalate unresolved customer grievances to the appropriate department or manager.
• Partner with Product Specialists to obtain product specifications and identify new or substitute products when needed.
• Assist customers with navigating the Life-Assist website.
• Collect prescription authorization forms and communicate licensing and purchasing requirements for prescription-only items.
• Verify customer medical license status and coordinate with the Compliance Department to resolve licensing issues.
• Identify and report potential fraud, theft, or loss concerns to management.
• Represent Customer Care in cross-functional meetings and provide recommendations for department improvements.
• Participate in special projects focused on customer care and process improvement.
• Assist with maintaining Customer Care training materials.
• Assist with scheduling, employee development, and reward and recognition programs.
• Participate in interviews and recruitment activities for new Customer Care Specialists.
• Provide feedback to the Customer Care Manager regarding team performance and development opportunities.
• Assume the duties of the Customer Care Manager when they are unavailable.
• Perform other duties as assigned.

• Bachelor’s degree or associate degree preferred.
• 6+ years of customer service experience, or an equivalent combination of education and experience.
• Experience with medical equipment products is a plus.
• Previous leadership, mentoring, or coaching experience is strongly valued.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organization and attention to detail.
• Ability to prioritize multiple…