**Company**: PlacidWay
**Location**: Remote
**Employment Type**: Full-Time**About the Role**PlacidWay is seeking a **Customer Service Lead/Manager** to lead and optimize our integral 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 in business process outsourcing or online marketplace customer service management

📌 Customer Service Team Lead (Ciudad de México)
🏢 PlacidWay
📍 Ciudad de México