Remote Customer Experience Lead and Conversion Coach

INGEPSY; Sur; Presencial; COP 279.356.000 - 403.514.000; Jornada completa

Descripción de la vacante

PlacidWay is a USA-based global medical tourism marketplace seeking a hands-on Customer Service Lead / Manager to elevate the customer experience and team performance. You will coach representatives, manage the customer pipeline, and ensure timely follow-up to drive conversions.

You will collaborate with Customer Service, Account Management, and healthcare providers to improve outcomes, generate referrals, and deliver an outstanding end-to-end customer journey. This is a fully remote position.

Formación

• 5+ years in customer service or customer success leadership.
• Proven ability to manage and grow both B2C and B2B relationships.
• Experience coaching high-performing customer service teams.
• Strong track record in customer satisfaction, retention, and conversions.
• Experience managing pipelines, follow-ups and KPIs.

Responsabilidades

• Own and optimize the end-to-end customer experience journey.
• Coach and support Customer Service Representatives.
• Handle escalations and complex cases with strategic guidance.
• Manage daily/weekly pipeline to improve progression and conversion.
• Monitor KPIs: response times, satisfaction, referrals, revenue.
• Collaborate with providers to remove obstacles and improve outcomes.

Conocimientos

Customer service leadership

CRM proficiency

People coaching

Stakeholder management

Herramientas

CRM platforms

Descripción del empleo

PlacidWay is a USA-based global medical tourism marketplace seeking a hands-on Customer Service Lead / Manager to elevate the customer experience and team performance. You will coach representatives, manage the customer pipeline, and ensure timely follow-up to drive conversions.

You will collaborate with Customer Service, Account Management, and healthcare providers to improve outcomes, generate referrals, and deliver an outstanding end-to-end customer journey. This is a fully remote position.