Customer Service Manager - Bahia Blanca

Teladoc; Bahía Blanca; On-site; ARS 90,873,000 - 151,455,000; Full time

Job summary

Teladoc Health seeks a Customer Service Manager to own performance and coaching for the non-technical support team. You will oversee shift coverage, quality, and escalations while partnering with cross‑functional leadership on program reporting and improvements.

This role focuses on developing talent, managing workload, and delivering KPI insights to leadership, with responsibility for training and cross‑functional collaboration that drives service excellence.

Qualifications

• Bachelor's degree in a related field or 5+ years of progressive managerial experience in customer service or customer operations.
• 5-7+ years in customer service or customer operations, including 1-2+ years of direct people‑leadership experience.
• Demonstrated experience coaching, developing, and managing performance for a team of 3‑8 or more.
• Advanced proficiency with Salesforce; comfortable building and presenting KPI reporting.
• Strong scheduling and workforce‑management skills, including experience managing shift coverage and redundancy planning.
• Excellent communication and stakeholder‑management skills across front‑line staff and senior leadership.
• Strong conflict resolution and escalation‑management skills.
• Experience with KPI reporting and PowerBI is a plus.

Responsibilities

• Own team performance and output: shift coverage/scheduling, workload distribution, and adherence to SLA targets.
• Provide formal coaching, first‑line performance feedback, and development planning for Customer Service Agent team members; input on hiring, onboarding, and performance conversations.
• Serve as primary escalation path for complex cases and staffing-floor breaches.
• Own team-level Salesforce case‑management quality: monitor categorization/routing accuracy, SLA compliance, and backlog aging; drive corrective action.
• Partner with reporting/health-score analyst on dashboard needs and translate reporting into team action.
• Deliver regular performance reporting and KPI summaries to leadership; flag risks like staffing gaps or SLA misses.
• Ensure training is completed; coordinate with training program owner to schedule sessions and address gaps.
• Represent the team in cross‑functional forums on systemic issues and formalize escalation protocols.
• Manage backup/redundancy plan: staffing adherence, backfill coordination, and cross‑shift training.
• Perform other duties as required by Director, Customer Operations.

Skills

Coaching & development

Leadership

KPI reporting

Scheduling

Stakeholder management

Escalation management

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Salesforce

PowerBI

Job description

Join the team leading the next evolution of virtual care.

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we're transforming how better health happens.

Summary of Position

The Customer Service Manager owns performance, coaching, and operational oversight of the non-technical support team, carrying formal people‑leadership responsibility for direct reports. The Manager oversees shift coverage, quality, and escalations across the team, and partners with cross‑functional and leadership stakeholders on program‑level reporting and improvement.

Work shift: Monday to Friday from 12pm to 9pm ART
Location: Bahia Blanca

Essential Duties and Responsibilities

• Own team performance and output: shift coverage/scheduling (including cross‑shift and holiday coverage per the team's backup/redundancy plan), workload distribution, and adherence to SLA targets.
• Provide formal coaching, first‑line performance feedback, and development planning for Customer Service Agent team members; provide input on hiring, onboarding, and performance conversations.
• Serve as the primary escalation path for the team's most complex cases (e.g., precedent-setting exceptions, executive-level disputes) and for staffing‑floor breaches.
• Own team-level Salesforce case‑management quality: monitor categorization/routing accuracy, SLA compliance, and backlog aging, and drive corrective action where standards slip.
• Partner with the reporting/health‑score analyst and the Salesforce process owner on dashboard needs and translate reporting into team action.
• Deliver regular performance reporting and KPI summaries to leadership, proactively flagging risks such as staffing gaps, backlog trends, or SLA misses.
• Ensure the non‑technical support team completes and stays current on required training, partnering with the training program owner to schedule sessions, track completion, and address gaps.
• Represent the team in cross‑functional forums (Billing/Finance, Product/Engineering, Sales/Account Management) on systemic or recurring issues and formalize escalation/handoff protocols with adjacent teams.
• Manage the team's backup/redundancy plan: staffing‑floor adherence, backfill coordination for departures, and cross‑shift cross‑training.
• Perform any other duties reasonably required by the Director, Customer Operations.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

Yes

Qualifications Expected for Position

• Bachelor's degree in a related field required, or 5+ years of progressive managerial experience in a customer service or customer operations environment considered as equivalent.
• 5-7+ years of progressive customer service or customer operations experience, including 1-2+ years of direct people‑leadership experience.
• Demonstrated experience formally coaching, developing, and managing performance for a team of 3‑8 or more.
• Proactive, analytical, and driven, with a strong service background and a track record of owning outcomes rather than individual tasks.
• Advanced proficiency with Salesforce; comfortable building and presenting KPI reporting.
• Strong scheduling and workforce‑management skills, including experience managing shift coverage and redundancy planning.
• Excellent communication and stakeholder‑management skills across front‑line staff and senior leadership.
• Strong conflict resolution and escalation‑management skills.

Qualifications preferred

• Reporting/analytics tools such as PowerBI.

Why join Teladoc Health?

Teladoc Health is transforming how better health happens. Learn how when you join us in pursuit of our impactful mission.

Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.

Join a multi‑faceted community that celebrates each colleague's unique perspective and is focused on continually improving, each and every day.

Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.

Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.

Explore candidate resources with tips and tricks from Teladoc Health recruiters and learn more about our company culture by exploring #TeamTeladocHealth on LinkedIn.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender iden