Remote Customer Experience Leader | Growth & Conversions

Placidway-1; Sur; A distancia; COP 297.737.000 - 396.983.000; Jornada completa

Descripción de la vacante

PlacidWay is seeking a hands-on Customer Service Lead/Manager to drive the end-to-end customer experience across B2C and B2B interactions. You will lead a remote team, coach representatives, resolve complex cases, and optimize the customer pipeline to improve response times, satisfaction, and conversions.

As a customer-centric leader, you will collaborate with Account Management and healthcare providers to remove obstacles, ensure CRM accuracy, and deliver outstanding service and results in a

Formación

• 5+ years in customer-facing leadership roles.
• Experience with B2C and B2B relationships.
• Proven coaching of high-performing customer service teams.
• Track record of improving customer satisfaction, retention, referrals, and conversions.
• Experience managing customer pipelines, follow-ups, and KPIs.
• Proficiency with CRM platforms and reporting 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

Customer leadership

Team coaching

Relationship building

KPI management

CRM proficiency

Herramientas

CRM tools

Reporting tools

Descripción del empleo

PlacidWay is seeking a hands-on Customer Service Lead/Manager to drive the end-to-end customer experience across B2C and B2B interactions. You will lead a remote team, coach representatives, resolve complex cases, and optimize the customer pipeline to improve response times, satisfaction, and conversions.

As a customer-centric leader, you will collaborate with Account Management and healthcare providers to remove obstacles, ensure CRM accuracy, and deliver outstanding service and results in a