Customer Service Manager in Cambridge

PillSorted is one of the UK's fastest-growing healthtech startups. We're rewriting how millions of people manage their medication, a digital-first patient experience paired with a robotic pharmacy that sorts medications into easy-to-use pouches and ships them, free, on time, every time. No more juggling boxes. No more missed doses. No more pharmacy queues. We're a full-service health solution for the whole family, NHS prescriptions, private prescriptions (weight loss, ED, and more), over-the-counter products, and care home services. Small, well-funded team, backed by world-class investors (early backers of Deliveroo and DoorDash). We move fast, we obsess over patients, and our work directly improves people's lives.

The Role

We're hiring a Customer Service Manager to lead our Customer Care team — eight people handling around 250 calls and 200 emails a day from patients who depend on us for their medicines. Your first job is to keep this engine running smoothly: hit response times, resolve issues fast, make sure nothing falls through the cracks. Your second job is to make it better. Set per-person targets. Coach the team. Dig into the data, find the recurring issues, and push the fixes upstream into pharmacy, clinical, or product. Build the playbooks across onboarding, QA and training that let the team scale as we grow from 60,000 patients to hundreds of thousands. Your third job is the biggest: turn Customer Service into a growth engine. PillSorted is a full-service solution, and we've learned something important about our patients — those who use us across the full spectrum of their family's health don't just spend more, they stay with us nearly twice as long. One service gets us 30% retention. Three services gets us 58%. No one in the business sits closer to patients than the support team, every day, your team picks up signals about what else patients (and their families) need. You'll turn those signals into a structured cross-sell and service-expansion motion: build the playbook, train the team, equip them with the right tools and offers, and measure the lift. You'll report to our Director of Operations, and work shoulder-to-shoulder with founders, pharmacists, and engineers. You'll also need a little Florence Nightingale in you. Our customers are patients — by definition, they're not always having a good day. The right person will go home knowing they made someone's life easier.

What You'll Do

• Lead, coach, and develop the eight-person Customer Care team
• Own the daily queue: response times, resolution times, escalation handling
• Set per-person targets and run the team against them
• Dig into call and ticket data to find patterns; push fixes upstream
• Build a structured cross-sell and service-expansion motion — train the team to spot opportunities across NHS, private, OTC, and family health, equip them with offers and tools, measure the lift
• Handle the most sensitive escalations yourself, with empathy and discretion
• Build our service playbook including onboarding, QA and training from the ground up
• Be the voice of the patient inside PillSorted

How We’ll Measure You

• Time to resolution
• Multi-service patient ratio, cross-sell and expansion lift
• Team output and capacity per person
• Escalation rate and what you do about it

What You Bring

• 3+ years managing a team — hiring, coaching, hitting targets, holding people accountable
• Comfort with data, you read dashboards, ask 'why' until you find the root cause, and a SQL query doesn't scare you
• Calm under pressure, especially with sensitive or urgent issues
• Clear communicator, with both patients and the rest of the business

What we're really looking for

• Energy. You'd rather build the playbook than follow one. You're hungry to learn, frustrated by slow environments, and want to be on the steep part of the curve.
• Talent. Sharp, fast, structured. You spot patterns before others do. You've stretched beyond your job description more than once.
• Commercial instinct. You see support not as a cost center but as a growth lever, and you light up at the idea of moving a revenue number — not just a CSAT one.

Nice to have

• Healthcare, pharmacy, or NHS experience
• Experience supporting elderly or chronically ill customers
• Past experience driving cross-sell, account expansion, or upsell motions in a CS or support team

Why This Role

This is a stepping-stone seat. The next rung is Head of Customer Experience — and we'd rather grow you into it than hire someone external. Founder access, real ownership from day one, and a front-row seat at a startup scaling fast. £40,000 base, with a clear progression path as we grow.