Remote Customer Experience Manager (B2C/B2B)

Placidway-1; Medellín; A distancia; COP 217.980.000 - 311.400.000; Jornada completa

Descripción de la vacante

PlacidWay is seeking a hands-on Customer Service Lead / Manager to elevate customer experience, guide a high-performing team, and improve conversion outcomes.

You will coach Customer Service Representatives, handle escalations and complex cases, manage the customer pipeline, track KPIs, and collaborate with healthcare providers to ensure timely follow-ups and satisfying outcomes across B2C and B2B interactions.

Formación

• 5+ years in Customer Service, Customer Success, Account Management, or related leadership role.
• Proven experience managing and growing both B2C and B2B customer relationships.
• Demonstrated success coaching and developing high-performing teams.
• Strong track record improving satisfaction, retention, referrals, and conversion.
• Experience managing customer pipelines, follow-up processes, and KPIs.
• Proficiency with CRM platforms, reporting tools, and engagement technologies.
• Excellent communication, relationship-building, problem-solving, and conflict-resolution skills with a hands-on leadership approach.

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

Leadership

CRM proficiency

Communication

B2C/B2B experience

KPIs and analytics

Herramientas

CRM platforms

Reporting tools

Descripción del empleo

PlacidWay is seeking a hands-on Customer Service Lead / Manager to elevate customer experience, guide a high-performing team, and improve conversion outcomes.

You will coach Customer Service Representatives, handle escalations and complex cases, manage the customer pipeline, track KPIs, and collaborate with healthcare providers to ensure timely follow-ups and satisfying outcomes across B2C and B2B interactions.