Remote Customer Experience & Growth Lead

Placidway-1; Mexicali; Remote; MXN 1,292,000 - 1,846,000; Full time

Job summary

PlacidWay is seeking a hands-on Customer Service Lead/Manager to lead customer experience, team performance, and conversion outcomes in a fully remote role.

You will coach representatives, assist with calls and escalations, manage the daily pipeline, monitor KPIs, and ensure every lead receives timely follow-up.

Collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently and deliver an outstanding end-to-end customer experience.

Qualifications

• 5+ years of experience in Customer Service, Customer Success, or related leadership role.
• Proven experience managing both B2C and B2B relationships.
• Demonstrated success coaching and developing high-performing teams.
• Strong track record improving customer satisfaction, retention, referrals, and conversion.

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

Leadership

Customer Service Leadership

CRM proficiency

Team coaching

Conflict resolution

Data & KPIs

Communication skills

Relationship management

B2C/B2B relationships

Tools

CRM platforms

Job description

PlacidWay is seeking a hands-on Customer Service Lead/Manager to lead customer experience, team performance, and conversion outcomes in a fully remote role.

You will coach representatives, assist with calls and escalations, manage the daily pipeline, monitor KPIs, and ensure every lead receives timely follow-up.

Collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently and deliver an outstanding end-to-end customer experience.