Remote Customer Experience Lead & Conversion Coach

PlacidWay, LLC; Mexicali; Remote; MXN 480,000 - 720,000; Full time

Job summary

PlacidWay, LLC is seeking a hands-on Customer Service Lead / Manager to elevate the end-to-end customer experience, coach the team, and drive conversion outcomes across B2C and B2B relationships. You will mentor representatives, manage the customer pipeline, handle escalations, and collaborate with healthcare providers to remove obstacles and improve satisfaction, referrals, and revenue.

This is a fully remote role with a strong focus on leadership, coaching, and measurable performance,

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 customer relationships and B2B partner/provider relationships.
• Demonstrated success leading, coaching, and developing high-performing customer service or customer success teams.
• Strong track record of improving customer satisfaction, retention, referrals, and conversion performance.
• Experience managing customer pipelines, case progression, follow-up processes, and performance KPIs.
• Proficiency with CRM platforms, reporting tools, and customer engagement technologies.
• Excellent communication, relationship-building, problem-solving, and conflict-resolution skills with a hands-on leadership approach.

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 Relationship Management

Coaching

Team Management

CRM Platforms

Tools

CRM platforms

Job description

PlacidWay, LLC is seeking a hands-on Customer Service Lead / Manager to elevate the end-to-end customer experience, coach the team, and drive conversion outcomes across B2C and B2B relationships. You will mentor representatives, manage the customer pipeline, handle escalations, and collaborate with healthcare providers to remove obstacles and improve satisfaction, referrals, and revenue.

This is a fully remote role with a strong focus on leadership, coaching, and measurable performance,