Customer Service Team Lead

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

• 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