Workforce Management Manager, Customer Support

The Opportunity

Customer Support is one of the clearest ways practitioners and patients experience Fullscript. As we scale across more queues, channels, products, and customer needs, we need stronger workforce planning foundations to support service quality, operational efficiency, and a better agent experience.

We’re looking for a Workforce Management Manager to build the structure, discipline, and operating rhythm behind our WFM function. This is a hands‑on manager‑level role for someone who has worked inside high‑volume support or contact center environments and knows how to turn volume, handle time, staffing, shrinkage, service levels, routing, and scheduling constraints into clear operating plans.

You’ll assess our current workforce planning function, improve forecasting and capacity models, strengthen intraday operations, evaluate tooling, and help leaders make better decisions around coverage, hiring, routing, scheduling, and cost. This role is no...