Remote Customer Experience Leader - Conversions

PlacidWay

Mexicali

Remote

MXN 1,676,000 - 2,421,000

Full time

3 days ago

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Job summary

PlacidWay is seeking a hands-on Customer Service Lead / Manager to drive the customer experience, coach a high‑performing team, and improve conversion outcomes. You’ll work with Customer Service, Account Management, and healthcare providers to move cases efficiently and deliver an outstanding end-to-end service.

This fully remote role supports both B2C and B2B relationships across a global network. You will lead by example, monitor KPIs, and implement process improvements that raise

Qualifications

5+ years in customer service or related leadership.
Experience growing both B2C and B2B relationships.
Proven coaching and team development.
Strong customer satisfaction and conversion focus.
Proficiency with CRM platforms and analytics.

Responsibilities

Own and improve the overall customer experience journey.
Build relationships with customers and partners.
Lead, coach, and support Customer Service Representatives.
Assist with customer calls, escalations, and complex cases.
Manage daily/weekly pipeline to improve progression.
Monitor KPIs: response times, conversions, CSAT, referrals, revenues.
Collaborate with providers to remove obstacles.
Ensure CRM accuracy and process compliance.
Drive continuous improvements in processes and performance.

Skills

Customer leadership

B2C & B2B

Team coaching

CRM expertise

Communication skills

Problem solving

Relationship management

Tools

CRM systems

Job description

This fully remote role supports both B2C and B2B relationships across a global network. You will lead by example, monitor KPIs, and implement process improvements that raise

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