Customer Service Manager - Bahia Blanca
Teladoc · Bahia Blanca
Join the team leading the next evolution of virtual care.
At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.
Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.
Summary of Position
The Customer Service Manager owns performance, coaching, and operational oversight of the non-technical support team, carrying formal people-leadership responsibility for direct reports. The Manager oversees shift coverage, quality, and escalations across the team, and partners with cross-functional and leadership stakeholders on program-level reporting and improvement.
Work shift: Monday to Friday from 12pm to 9 pm ART
Location: Bahia Blanca
Essential Duties and Responsibilities
Duties include but are not limited to:
- Own team performance and output: shift coverage/scheduling (including cross-shift and holiday coverage per the team's backup/redundancy plan), workload distribution, and adherence to SLA targets.
- Provide formal coaching, first-line performance feedback, and development planning for Customer Service Agent team members; provide input on hiring, onboarding, and performance conversations.
- Serve as the primary escalation path for the team's most complex cases (e.g., precedent-setting exceptions, executive-level disputes) and for staffing-floor breaches.
- Own team-level Salesforce case-management quality: monitor categorization/routing accuracy, SLA compliance, and backlog aging, and drive corrective action where standards slip.
- Partner with the reporting/health-score analyst and the Salesforce process owner on dashboard needs and translate reporting into team action.
- Deliver regular performance reporting and KPI summaries to leadership, proactively flagging risks such as staffing gaps, backlog trends, or SLA misses.
- Ensure the non-technical support team completes and stays current on required training, partnering with the training program owner to schedule sessions, track completion, and address gaps.
- Represent the team in cross-functional forums (Billing/Finance, Product/Engineering, Sales/Account Management) on systemic or recurring issues and formalize escalation/handoff protocols with adjacent teams.
- Manage the team's backup/redundancy plan: staffing-floor adherence, backfill coordination for departures, and cross-shift cross-training.
- Perform any other duties reasonably required by the Director, Customer Operations.
The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.
Supervisory Responsibilities
Yes
Qualifications Expected for Position
- Bachelor's degree in a related field required, or 5+ years of progressive managerial experience in a customer service or customer operations environment considered as equivalent.
- 5–7+ years of progressive customer service or customer operations experience, including 1–2+ years of direct people-leadership experience.
- Demonstrated experience formally coaching, developing, and managing performance for a team of 3–8 or more.
- Proactive, analytical, and driven, with a strong service background and a track record of owning outcomes rather than individual tasks.
- Advanced proficiency with Salesforce; comfortable building and presenting KPI reporting.
- Strong scheduling and workforce-management skills, including experience managing shift coverage and redundancy planning.
- Excellent communication and stakeholder-management skills across front-line staff and senior leadership.
- Strong conflict resolution and escalation-management skills.
Qualifications preferred
- Reporting/analytics tools such as PowerBI.
As part of our hiring process, we verify identity and credentials, conduct interviews (live or video), and screen for fraud or misrepresentation. Applicants who falsify information will be disqualified.
Why join Teladoc Health?
Teladoc Health is transforming how better health happens. Learn how when you join us in pursuit of our impactful mission.
Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.
Join a multi-faceted community that celebrates each colleague’s unique perspective and is focused on continually improving, each and every day.
Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.
Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.
Explore candidate resources with tips and tricks from Teladoc Health recruiters and learn more about our company culture by exploring #TeamTeladocHealth on LinkedIn.
As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.
Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.