Remote Customer Experience Lead - Team Coach & Conversions

PlacidWay; Sur; Presencial; COP 208.809.000 - 289.119.000; Jornada completa

Descripción de la vacante

PlacidWay, a USA-based global medical tourism marketplace, is seeking a hands-on Customer Service Lead / Manager to elevate the customer experience, lead a high-performing team, and drive conversion outcomes. This fully remote role collaborates with Customer Service, Account Management, and healthcare providers to ensure exceptional service and results.

You will own the customer journey, coach representatives, manage the pipeline, and monitor KPIs.

Formación

• 5+ years in Customer Service, Customer Success, or related leadership role.
• Proven experience leading and coaching teams.
• Strong track record of improving satisfaction, retention, referrals, and conversions.
• Experience managing customer pipelines, follow-ups, and KPIs.
• Proficiency with CRM platforms, reporting tools, and customer engagement technologies.

Responsabilidades

• 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.

Conocimientos

Communication skills

Leadership

Problem solving

Relationship building

Conflict resolution

Herramientas

CRM platforms

Reporting tools

Descripción del empleo

PlacidWay, a USA-based global medical tourism marketplace, is seeking a hands-on Customer Service Lead / Manager to elevate the customer experience, lead a high-performing team, and drive conversion outcomes. This fully remote role collaborates with Customer Service, Account Management, and healthcare providers to ensure exceptional service and results.

You will own the customer journey, coach representatives, manage the pipeline, and monitor KPIs.