Customer Service Team Lead
PlacidWay
Job Description
Job Description
Company: PlacidWay
Location: Remote
Employment Type: Full-Time About the Role PlacidWay is seeking a Customer Service Lead/Manager to lead and optimize our global patient support team. You will oversee day-to-day customer interactions, improve patient experience, and drive lead conversion by ensuring fast, high-quality communication. Key Responsibilities
- Manage and lead a team of customer service representatives
- Monitor performance and track KPIs (response time, conversion, satisfaction)
- Improve patient communication and overall experience
- Optimize processes and SOPs for handling inquiries and cases
- Coordinate with hospitals/clinics to ensure timely responses
- Handle escalations and resolve complex customer issues
- Work with sales and marketing teams to improve lead conversion
Requirements
- 3–5+ years in customer service, operations, or support team management as a lead or manager
- Strong leadership and team management skills
- Excellent communication and problem-solving abilities
- Experience with CRM systems and chat/email support tools
- Experience in business process outsourcing or online marketplace customer service management
Apply now to lead a team that helps patients access life-changing treatments worldwide.
Vacancy posted 8 days ago
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