Job details
Location: Remote
Job Type: Remote
Salary: Negotiable
Job Summary:
PlacidWay is seeking an experienced Customer Service Lead to manage and develop a global customer service team, improve patient communication, optimise support operations and drive customer service efficiency.
Job Description:
1. Manage, train and coach a global team of customer service representatives.
2. Ensure fast, effective and high-quality communication with patients.
3. Develop and implement Standard Operating Procedures (SOPs).
4. Oversee CRM workflows and improve customer service processes.
5. Identify opportunities for AI-powered customer service automation.
6. Monitor team performance metrics and optimise lead conversions.
Requirements:
1. 3–5+ years of experience in customer service, operations or support team management in a leadership or managerial role.
2. Proven experience in coaching teams and managing performance metrics.
3. Demonstrated ability to improve lead conversion rates.
4. Expertise in CRM systems, chat and email platforms.
5. Experience managing high-volume customer enquiries.