Remote Customer Experience Lead — Drive Conversions

INGEPSY; Medellín; A distancia; COP 280.260.000 - 342.540.000; Jornada completa

Descripción de la vacante

PlacidWay is seeking a hands-on Customer Service Lead / Manager to oversee the customer experience, team performance, and conversion outcomes in a fully remote role. You will build strong relationships with customers and partners, coach representatives, manage the pipeline, and ensure timely follow-up across B2C and B2B interactions to deliver exceptional service.

Collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently and drive satisfaction,

Formación

• 5+ years in Customer Service, Customer Success, Account Management, or similar leadership.
• Proven ability to lead and grow customer service teams.
• Strong track record in improving satisfaction, retention, referrals and conversion.
• Experience managing customer pipelines, follow-up processes, and KPIs.
• Proficient with CRM platforms and customer engagement technologies.

Responsabilidades

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

Conocimientos

Leadership

Customer Service

Coaching

CRM

KPI Tracking

B2C/B2B

Communication

Herramientas

CRM platforms

Reporting tools

Customer engagement tech

Descripción del empleo

PlacidWay is seeking a hands-on Customer Service Lead / Manager to oversee the customer experience, team performance, and conversion outcomes in a fully remote role. You will build strong relationships with customers and partners, coach representatives, manage the pipeline, and ensure timely follow-up across B2C and B2B interactions to deliver exceptional service.

Collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently and drive satisfaction,