Customer Service Manager

Placidway-1; Puerto Bogotá; Remote; COP 270,537,000 - 381,934,000; Full time

Job summary

PlacidWay is seeking a hands-on Customer Service Lead / Manager to head customer experience, team performance, and conversion outcomes. The role involves building strong customer relationships, coaching the team, and ensuring timely follow-up across B2C and B2B interactions.

You will collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently, improve satisfaction, and drive conversions, referrals, and a stellar end-to-end experience.

Qualifications

• 5+ years of experience in Customer Service, Customer Success, Account Management, or a related customer-facing leadership role.
• Proven experience managing and growing both B2C and B2B customer relationships.
• Demonstrated success leading, coaching, and developing high-performing customer service teams.
• Strong track record of improving customer satisfaction, retention, referrals, and conversion performance.
• Experience managing customer pipelines, case progression, follow-up processes, and KPIs.
• Proficiency with CRM platforms, reporting tools, and customer engagement technologies.
• Excellent communication, relationship-building, problem-solving, and conflict-resolution skills with hands-on leadership.

Responsibilities

• Own and improve the overall customer experience journey.
• Build strong relationships with customers and key partners.
• Lead, coach, and support Customer Service Representatives.
• Assist with customer calls, escalations, and complex cases.
• Manage daily and weekly pipeline activity to improve case progression and conversion.
• Monitor KPIs including response times, conversions, customer satisfaction, reviews, referrals, and revenues generated.
• Collaborate with providers to remove obstacles and improve outcomes.
• Ensure CRM accuracy, team accountability, and process compliance.
• Drive continuous improvements in customer service processes and performance.

Skills

CRM platforms

Leadership

Customer communication

Relationship building

Problem solving

Tools

CRM reporting tools

Customer engagement technologies

Job description

About PlacidWay

PlacidWay is a USA-based global medical tourism marketplace connecting patients with accredited, trusted, and high-quality medical providers worldwide. As a leader in the medical tourism industry, PlacidWay helps patients access affordable treatments abroad while supporting providers with technology-driven solutions, digital tools, and global exposure. Our mission is to make healthcare more accessible, transparent, and patient-centered through innovation and world-class service.

This is a fully remote position.

About the Role

We are seeking a hands-on Customer Service Lead / Manager to lead customer experience, team performance, and conversion outcomes.

This role is responsible for building strong customer relationships, supporting representatives with customer interactions and case resolution, managing the customer pipeline, and ensuring every lead receives timely follow-up. The ideal candidate leads by example, actively engaging with customers while coaching the team to deliver exceptional service and results.

You will work closely with Customer Service, Account Management, and healthcare providers to move cases efficiently, improve customer satisfaction, increase conversions, generate referrals, and create an outstanding end-to-end customer experience.

Key Responsibilities

• Own and improve the overall customer experience journey.
• Build strong relationships with customers and key partners.
• Lead, coach, and support Customer Service Representatives.
• Assist with customer calls, escalations, and complex cases.
• Manage daily and weekly pipeline activity to improve case progression and conversion.
• Monitor KPIs including response times, conversions, customer satisfaction, reviews, referrals, and revenues generated.
• Collaborate with providers to remove obstacles and improve outcomes.
• Ensure CRM accuracy, team accountability, and process compliance.
• Drive continuous improvements in customer service processes and performance.

Required Experience & Qualifications

• 5+ years of experience in Customer Service, Customer Success, Account Management, or a related customer-facing leadership role.
• Proven experience managing and growing both B2C customer relationships and B2B partner/provider relationships.
• Demonstrated success leading, coaching, and developing high-performing customer service or customer success teams.
• Strong track record of improving customer satisfaction, retention, referrals, and conversion performance.
• Experience managing customer pipelines, case progression, follow-up processes, and performance KPIs.
• Proficiency with CRM platforms, reporting tools, and customer engagement technologies.
• Excellent communication, relationship-building, problem-solving, and conflict-resolution skills with a hands-on leadership approach.

Preferred Background

The ideal candidate comes from a customer-centric, relationship-driven environment where managing customer satisfaction, account growth, and conversion outcomes are critical to success.

Preferred backgrounds include:

• Customer Service Management or Customer Success leadership roles.
• Hospitality, Travel, Concierge Services, Insurance, or other high-touch service industries.
• Account Management, Client Success, or Relationship Management with responsibility for customer retention and growth.
• Experience leading teams that manage customer inquiries, consultations, case progression, and conversion.
• Experience working with both consumers (B2C) and business partners/providers (B2B).
• Proven success in fast-paced environments requiring strong communication, problem-solving, customer advocacy, and cross-functional collaboration.

Ideal Profile:

A customer-focused leader who combines relationship management, team coaching, operational excellence, and commercial awareness to deliver exceptional customer experiences and business results.