Customer Service Manager - People Leader & Ops Coach

Smartek S.R.L; Bahía Blanca; On-site; ARS 1,000,000 - 1,500,000; Full time

Job summary

Teladoc Health in Bahia Blanca seeks a Customer Service Manager to own performance, coaching, and operational oversight of the non-technical support team. You will lead scheduling, KPI reporting, and cross-functional collaboration with Billing, Product, and Sales to optimize service delivery.

You will coach a team, manage escalations, and ensure training and quality standards. The role emphasizes data-driven decisions and staff development in a fast-paced health-tech environment.

Qualifications

• Bachelor’s degree or 5+ years of managerial experience in a customer service or customer operations environment.
• 5–7+ years of progressive customer service or customer operations experience, including 1–2+ years of direct people‑leadership experience.
• Demonstrated experience 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.
• Advanced proficiency with Salesforce; comfortable building and presenting KPI reporting.
• Strong scheduling and workforce‑management skills, including shift coverage and redundancy planning.
• Excellent communication and stakeholder‑management skills across front‑line staff and senior leadership.
• Preferred: PowerBI reporting experience.

Responsibilities

• Own team performance and output: shift coverage, workload distribution, and SLA adherence.
• Provide formal coaching, onboarding, and performance conversations for team members.
• Serve as primary escalation path for complex cases and staffing breaches.
• Own Salesforce case-management quality: routing accuracy, SLA compliance, backlog aging.
• Partner with reporting and Salesforce owner on dashboards and translate reporting into team action.
• Deliver regular performance reporting to leadership and flag risks (staffing, backlog, SLA misses).
• Ensure training completion and coordinate with training program owner to address gaps.
• Represent the team in cross-functional forums on systemic issues and escalation protocols.
• Manage backup/redundancy plan: staffing adherence and cross-shift training.
• Perform other duties as needed by the Director, Customer Operations.

Skills

Salesforce

Scheduling

Communication

Stakeholder mgmt

Conflict resolution

Escalation mgmt

Education

Bachelor’s degree or 5+ years managerial experience

Tools

PowerBI

Job description

Teladoc Health in Bahia Blanca seeks a Customer Service Manager to own performance, coaching, and operational oversight of the non-technical support team. You will lead scheduling, KPI reporting, and cross-functional collaboration with Billing, Product, and Sales to optimize service delivery.

You will coach a team, manage escalations, and ensure training and quality standards. The role emphasizes data-driven decisions and staff development in a fast-paced health-tech environment.