Beneficiary Support Center Lead - Global Health

International SOS group; San Antonio (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

International SOS is seeking a Team Leader for the Beneficiary Support Center to guide a global customer service team handling TOP inquiries from beneficiaries and providers worldwide.

You will coach staff, manage KPIs, and oversee escalations while safeguarding HIPAA/PII compliance. This role requires strong leadership, CRM familiarity, and a customer-first mindset to ensure quality service in a fast-paced environment.

Qualifications

• College graduate preferred with leadership experience in a call center or health-related field.
• Experience coaching teams to meet quality and productivity metrics.
• Knowledge of HIPAA/PII and confidentiality requirements, healthcare domain helpful.
• Strong communication, problem-solving and escalation management abilities.

Responsibilities

• Supervises workload allocation to ensure timely service delivery.
• Coaches and develops team members to foster a collaborative, service-focused culture.
• Monitors performance, productivity, and behavior to meet KPIs.
• Provides quality feedback and reviews calls/cases to improve service.
• Handles escalations and supports on-call leadership as needed.
• Ensures adherence to procedures and confidentiality requirements.

Skills

Leadership

CRM experience

Customer service orientation

Coaching & development

Problem-solving

Communication skills

Multi-tasking

Under pressure

Education

College Graduate

Bachelor's degree preferred

Tools

SAP

Salesforce

Job description

International SOS is seeking a Team Leader for the Beneficiary Support Center to guide a global customer service team handling TOP inquiries from beneficiaries and providers worldwide.

You will coach staff, manage KPIs, and oversee escalations while safeguarding HIPAA/PII compliance. This role requires strong leadership, CRM familiarity, and a customer-first mindset to ensure quality service in a fast-paced environment.