Customer Service Quality Manager

Job Purpose

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

Patient Support

• 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