Customer Service Manager - 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, co