Remote Customer Experience Manager - Growth & Quality

PlacidWay; Medellín; Presencial; COP 289.119.000 - 417.617.000; Jornada completa

Descripción de la vacante

PlacidWay is seeking a hands-on Customer Service Lead/Manager to drive the end-to-end customer experience, coach a high-performing team, and optimize conversions. You will manage relationships with customers and key providers, guide reps through escalations, and ensure timely follow-up to maximize outcomes.

The role collaborates with Customer Service, Account Management, and healthcare providers to improve satisfaction, generate referrals, and deliver exceptional service across a global, fully

Formación

• 5+ years in customer service or customer-facing leadership.
• Experience growing both B2C and B2B relationships.
• Proven success in coaching and developing high-performing teams.
• Strong track record improving customer satisfaction, retention, referrals and conversions.
• Experience managing pipelines, case progression, 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

Leadership

B2C & B2B

Coaching

KPI Management

CRM Proficiency

Communication

Customer Success

Herramientas

CRM platforms

Descripción del empleo

PlacidWay is seeking a hands-on Customer Service Lead/Manager to drive the end-to-end customer experience, coach a high-performing team, and optimize conversions. You will manage relationships with customers and key providers, guide reps through escalations, and ensure timely follow-up to maximize outcomes.

The role collaborates with Customer Service, Account Management, and healthcare providers to improve satisfaction, generate referrals, and deliver exceptional service across a global, fully