Supervisor, Customer Service

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025.

Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country.

At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions.

If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together.

POSITION SUMMARY

The Supervisor, Customer Service leads call center execution to deliver responsive, accurate, and consistent support for Empower’s customers and pharmacy operations. Within a hyper-growth, highly regulated 503A/503B environment, this role owns team coordination, service quality, schedule coverage, escalation resolution, and performance against call volume and customer satisfaction expectations. The supervisor converts priorities and operating standards into clear assignments, coaches employees toward stronger results, and applies sound judgment when resolving complex customer concerns. Through disciplined monitoring, quality review, and cross-functional communication, this leader protects service continuity while supporting prescription order and payment processing. Success requires execution rigor, analytical problem-solving, precise communication, and learning agility as needs evolve. The role strengthens customer trust, employee capability, operational reliability, and Empower’s ability to expand access to affordable, innovative medications without compromising quality or accountability.
RESPONSIBILITIES
Customer Operations

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Service Coordination : Direct daily call center activities, assign work, and maintain coverage that supports timely, accurate responses across changing customer demand.

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Schedule Management : Build and adjust team schedules to balance coverage, workload, and service expectations while addressing absences or unexpected operational constraints.

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Transaction Support : Oversee prescription order and payment processing, reinforcing accuracy, timely completion, and adherence to established company standards throughout operations.

Service Quality

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Escalation Resolution : Resolve complex customer inquiries and complaints promptly, determine appropriate next steps, and communicate clear outcomes that protect customer trust.

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Quality Monitoring : Review customer interactions and quality control analytics, identify performance gaps, and implement targeted actions that improve service consistency.

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Performance Tracking : Monitor call volume, customer satisfaction, productivity, and related indicators to assess results, prioritize intervention, and sustain achievement of goals.

Team Leadership

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Team Direction : Set clear daily expectations for technicians and lead te