Descripción de la empresaWho We are
With a global mission to “make the healthcare experience more human”, Docplanner Group is the world's biggest healthcare platform, serving patients and the healthcare ecosystems across 13 countries in Europe and LATAM.
We create digital apps and software solutions for doctors, clinics, hospitals and patients to enable the healthcare ecosystem and the patient journey to work together more seamlessly. With free doctor reviews and instant online appointment booking for patients through its online marketplaces, Docplanner has a network of almost 2 million healthcare professionals, serves over 260,000 customers globally and operates in 13 countries in Europe and LATAM.
Our general team of 2,700 across offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, and Munich and Berlin make this happen.
If you want to learn more about our culture and work environment, we invite you to consult the real opinions we have on Glassdoor.

Descripción del empleoAs Customer Success Team Leader at Doctoralia,



your main focus will be to create retention strategies, Maximize usage of value and return of investment of platforms. Decrease churn portfolio. Improve experience through product support and handle customer complaints and requests. Follow up with payment errors, and analyze the primary percentages of payment errors. Increase contactability and payments after payment errors. Assure the correct process and customer service on every single call.
Responsibilities:
- Lead and motivate the CS team mainly Churn, revenue and retention teams. Define strategies and ensure retention based on the targets.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes in retention.
- Perform correct analysis to manage churn, payment errors and revenue porfolios. Ensuring the retention is succesful.
- Execute a comprehensive engagement and communications strategy

📌 Customer Success Operations Team Leader (Ciudad de México)
🏢 Docplanner
📍 Ciudad de México