Customer Service Manager

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 ideal 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 & Qualifications

• 5 years of experience in Customer Service Customer Success Account Management or a related customer-facing leadership role.

• Proven experience managing and growing both B2C customer relationships and B2B partner/provider relationships.

• Demonstrated success leading coaching and developing high-performing customer service or customer success teams.

• Strong track record of improving customer satisfaction retention referrals and conversion performance.

• Experience managing customer pipelines case progression follow-up processes and performance KPIs.

• Proficiency with CRM platforms reporting tools and customer engagement technologies.

• Excellent communication relationship-building problem-solving and conflict-resolution skills with a hands-on leadership approach.

Preferred Background

The ideal candidate comes from a customer-centric relationship-driven environment where managing customer satisfaction account growth and conversion outcomes are critical to success.

Preferred backgrounds include:

• Customer Service Management or Customer Success leadership roles.

• Hospitality Travel Concierge Services Insurance or other high-touch service industries.

• Account Management Client Success or Relationship Management with responsibility for customer retention and growth.

• Experience leading teams that manage customer inquiries consultations case progression and conversion.

• Experience working with both consumers (B2C) and business partners/providers (B2B).

• Proven success in fast-paced environments requiring strong communication problem-solving customer advocacy and cross-functional collaboration.

Ideal Profile: A customer-focused leader who combines relationship management team coaching operational excellence and commercial awareness to deliver exceptional customer experiences and business results.

How to Apply

Apply now with your CV in English and join our remote sales leadership team where your expertise will directly contribute to PlacidWays continued growth and success in the medical tourism industry.