Remote Customer Experience Leader | Conversion & Team Growth

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

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.