Remote Customer Experience Leader — Conversion & Coaching

PlacidWay, LLC; Bogotá; Remote; COP 254.623.000 - 350.107.000; Vollzeit

Zusammenfassung

PlacidWay is seeking a hands-on Customer Service Lead / Manager to guide customer experience, optimize team performance, and improve conversion outcomes. You will nurture customer relationships, support representatives with complex cases, and manage the customer pipeline to ensure timely follow-up across both B2C and B2B contexts.

You will collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently, boost satisfaction, and drive referrals, delivering

Qualifikationen

• 5+ years in Customer Service, Customer Success, Account Management, or related leadership role.
• Proven experience leading and coaching high-performing customer teams.
• Track record of improving customer satisfaction, retention, referrals, and conversion performance.

Aufgaben

• 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.

Kenntnisse

Leadership

Customer Relationship Management

Communication

Problem-solving

Tools

CRM platforms

Reporting tools

Customer engagement tech

Jobbeschreibung

PlacidWay is seeking a hands-on Customer Service Lead / Manager to guide customer experience, optimize team performance, and improve conversion outcomes. You will nurture customer relationships, support representatives with complex cases, and manage the customer pipeline to ensure timely follow-up across both B2C and B2B contexts.

You will collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently, boost satisfaction, and drive referrals, delivering