Remote Customer Experience Lead & Conversion Driver

PlacidWay, LLC; Mexicali; A distancia; MXN 1.308.000 - 2.055.000; Jornada completa

Descripción de la vacante

PlacidWay, LLC is seeking a hands-on Customer Service Lead/Manager to guide customer experience, team performance, and conversion results in a fully remote role. You will lead by example, coaching representatives, handling escalations, and ensuring timely follow-ups with both customers and partners.

You will collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently, improve satisfaction, and drive conversions and referrals while maintaining a high

Formación

• 5+ years of experience in Customer Service, Customer Success, Account Management, or a related leadership role.
• Proven experience managing both B2C and B2B customer relationships.
• Demonstrated success leading, coaching, and developing high-performing teams.
• Strong track record in improving customer satisfaction, retention, referrals, and conversions.
• Experience managing pipelines, follow-up processes, and performance 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

Team leadership

B2C customer relationships

B2B partner relationships

Coaching & mentoring

CRM proficiency

KPI tracking

Herramientas

CRM software

Descripción del empleo

PlacidWay, LLC is seeking a hands-on Customer Service Lead/Manager to guide customer experience, team performance, and conversion results in a fully remote role. You will lead by example, coaching representatives, handling escalations, and ensuring timely follow-ups with both customers and partners.

You will collaborate with Customer Service, Account Management, and healthcare providers to move cases efficiently, improve satisfaction, and drive conversions and referrals while maintaining a high