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
3–5+ years in customer service, operations, or support team management as a lead or manager
Strong leadership and team management skills
Excellent communication and problem-solving abilities
Experience with CRM systems and chat/email support tools
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.