Company: PlacidWay
Location: Remote
Employment Type: Full-TimeAbout the RolePlacidWay 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
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Manage and lead a team of customer service representatives
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Monitor performance and track KPIs (response time, conversion, satisfaction)
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Improve patient communication and overall experience
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Optimize processes and SOPs for handling inquiries and cases
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Coordinate with hospitals/clinics to ensure timely responses
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Handle escalations and resolve complex customer issues
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Work with sales and marketing teams to improve lead conversion
Requirements
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3–5+ years in customer service, operations, or support team management as a lead or manager
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Strong leadership and team management skills
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Excellent communication and problem-solving abilities
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Experience with CRM systems and chat/email support tools
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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.
