Customer Service Team Lead
About The Position
The Senior Client Service Specialist / Team Lead oversees day-to-day operations of the VIPLI Customer Service Desk and serves as a central coordination point for customer and agent requests involving ULIP and life insurance products. The role manages service requests end-to-end through a structured, ticket-based CRM model, ensuring consistent, high-quality service in line with defined Service Level Agreements (SLAs). As a player-coach in the start-up phase of the Life & Investment Division, the role combines team supervision with hands-on case management. It establishes and refines service processes, handles requests as needed, monitors quality and compliance, identifies inefficiencies, and recommends improvements to support a scalable service model. The position also communicates customer and distribution partner feedback to the VP of Operations to support decision-making and improve service delivery. The role coordinates with back-office teams, oversees complaint and escalation handling, monitors service performance, and supports continuous improvement. It operates primarily in an indoor, climate-controlled office with low to moderate noise. The work is mainly sedentary, involving prolonged desk sitting and regular use of office equipment. Travel is minimal to none.
Requirements
- 5–8+ years of experience in customer service, operations, or service desk environments within financial services or insurance.
- Proven experience in a supervisory or team lead role.
- Experience working in SLA-driven, ticket-based service environments.
- Strong communication, stakeholder management, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced start-up environment.
- High attention to detail and commitment to service quality.
- Fluency in Spanish.
- Post-secondary education in Business, Finance, Insurance, or a related field is preferred; strong customer service or operations experience in financial services or insurance may substitute for formal education.
Nice To Haves
- Strong understanding of life insurance / ULIP products and servicing processes.
- Proficiency with Salesforce or a similar CRM system.
- English proficiency is a strong plus.
- Portuguese language skills are preferred.
Responsibilities
- Oversee and manage the end-to-end lifecycle of customer and agent service requests in the CRM system.
- Ensure requests are logged, categorized, prioritized, tracked, routed, and resolved in accordance with governance standards and SLAs.
- Act as the escalation point for complex, sensitive, or high-priority cases, including claims, complaints, and onboarding delays.
- Handle service requests directly as needed, support team members with complex queries, and help manage workload peaks.
- Maintain the single-point-of-contact model by ensuring customer and agent communications are managed centrally through the Service Desk.
- Monitor first-response and resolution times, backlog, and other SLA measures; identify aged or at-risk tickets and escalate service risks.
- Define and refine ticket priority levels and promote consistent application across the team.
- Guide, supervise, and coach Client Service Specialists; support onboarding and training on processes, tools, and service standards.
- Conduct quality reviews of tickets and verify that interactions, actions, and documentation are complete in the CRM before closure.
- Ensure compliance with internal policies, regulatory requirements, and audit standards.
- Coordinate with Claims, Policy Administration, Finance, Investments, and other back-office teams to route requests, clarify ownership, and follow up on assigned tasks.
- Maintain separation between customer communication through the Service Desk and processing by Operations.
- Produce and analyze reports on SLA performance, ticket volumes, backlog, and quality; support dashboard and KPI development for senior management.
- Identify recurring issues, conduct root cause analysis, and recommend or implement improvements to processes, efficiency, scalability, and customer experience.
- Oversee complaints in accordance with regulatory processes and timelines, coordinate investigations, ensure appropriate responses, and track complaint trends.
- Communicate customer and distribution partner feedback and insights to the VP of Operations.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
