About PlacidWay PlacidWay is a USA-based global medical tourism marketplace connecting patients with accredited, trusted, and high-quality medical providers worldwide. As a leader in the medical tourism industry, PlacidWay helps patients access affordable treatments abroad while supporting providers with technology-driven solutions, digital tools, and global exposure. Our mission is to make healthcare more accessible, transparent, and patient-centered through innovation and world-class service. This is a fully remote position. About the Role We are seeking a hands-on Customer Service Lead / Manager to lead customer experience, team performance, and conversion outcomes. This role is responsible for building strong customer relationships, supporting representatives with customer interactions and case resolution, managing the customer pipeline, and ensuring every lead receives timely follow-up. The adecuado candidate leads by example, actively engaging with customers while coaching the team to deliver exceptional service and results. You will work closely with Customer Service,



Account Management, and healthcare providers to move cases efficiently, improve customer satisfaction, increase conversions, generate referrals, and create an outstanding end-to-end customer experience. Key Responsibilities 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. Required Experience & Qualificatio

📌 Customer Service Manager (Antioquia)
🏢 PlacidWay
📍 Antioquia