Customer Service Team Lead

National Healthcare Solutions, Inc.; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

National Healthcare Solutions, Inc. is seeking a Senior Client Service Specialist / Team Lead in Miami, FL, to oversee VIPLI Customer Service Desk operations.

The role serves as a central coordination point for customer and agent requests related to ULIP and life insurance products, ensuring end-to-end ticket handling within the CRM and alignment with SLAs. In a startup phase, this position helps establish a strong operational foundation, identifies inefficiencies, and evolves a scalable service

Qualifications

• Experience overseeing a service desk or similar support operation.
• Ability to coach and develop a team for high-quality service.
• Strong understanding of SLAs, ticket lifecycles, and KPI tracking.

Responsibilities

• Oversee end-to-end lifecycle of customer and agent service requests.
• Ensure requests are logged, categorized, prioritized, and tracked in CRM.
• Act as escalation point for complex or high-priority cases.
• Support team by resolving complex queries and ensuring timely closures.
• Maintain single point of contact for customer communications via the Service Desk.
• Monitor SLA adherence and backlog management.
• Provide coaching and onboarding for new team members.

Skills

Customer service

CRM systems

Ticketing systems

Team leadership

Quality assurance

Process improvement

SLA management

Tools

CRM system

Job description

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Regular Full Time Professional Miami, FL, US

2 days ago Requisition ID: 1827

POSITION SUMMARY

The Senior Client Service Specialist / Team Lead is responsible for overseeing the day-to-day operations of the VIPLI Customer Service Desk, acting as a central coordination point ("control tower") for all customer and agent service requests related to ULIP and life insurance products.

This role ensures that all service requests are managed end-to-end through a structured, ticket-based model within the CRM system, delivering consistent, high-quality service aligned with defined Service Level Agreements.

In the start-up phase of the Life & Investment Division, this position plays a critical role in establishing a strong operational foundation, ensuring that service processes are effectively implemented, continuously monitored, and refined over time. The role is expected to proactively identify inefficiencies, recommend improvements, and contribute to the evolution of a scalable and robust service model.

The position also serves as a key link between customer/agent experience and senior management, ensuring that the voice of the customer and distribution partners is captured, analyzed, and effectively communicated to the VP of Operations. Through this feedback loop, the role supports informed decision-making and continuous enhancement of service delivery and customer experience.

Combining hands‑on case management with team leadership responsibilities, the role ensures that service requests are accurately triaged, effectively routed, and resolved within agreed timelines, while maintaining high standards of quality, compliance, and customer satisfaction.

ESSENTIAL FUNCTIONS

Given the early‑stage nature of the operation and the expected size of the team, this role is designed as a "player-coach" position. In addition to supervisory and oversight responsibilities, the incumbent is expected to actively handle service requests directly, stepping in as needed to support the team, manage workload peaks, and ensure adherence to service level agreements (SLAs).

The essential functions include, but are not limited to the following:

Service Desk Operations & Case Management

• Oversee and manage the end-to-end lifecycle of customer and agent service requests within the CRM system.
• Ensure all requests are properly logged, categorized, prioritized, and tracked in line with governance standards.
• Act as escalation point for complex, sensitive, or high-priority cases (e.g., claims, complaints, onboarding delays).
• Support team members in resolving complex queries and ensuring timely closure of tickets.
• Ensure adherence to the "single point of contact" model, with all customer/agent communication managed centrally via the Service Desk.
• Monitor adherence to defined SLAs, including first response times, resolution times, and backlog management.
• Identify and proactively manage aged or at‑risk tickets to prevent SLA breaches.
• Define and refine priority levels and ensure consistent application across the team.
• Escalate risks and service issues to management as required.
• Provide day‑to‑day guidance, support, and supervision to Client Service Specialists.
• Conduct regular coaching sessions to improve service quality, communication, and efficiency.
• Support onboarding and training of new team members on processes, tools, and service standards.

Quality Assurance & Process Governance

• Perform regular quality reviews of service tickets to ensure accuracy, completeness, and adherence to standards.
• Ensure all interactions, actions, and documentation are properly recorded in CRM ("if it is not in CRM, it did not happen").
• Validate resolution quality before ticket closure, ensuring requests are fully completed and properly documented.
• Ensure compliance with internal policies, regulatory requirements, and audit standards.

Coordination with Operations & Cross-Functional Teams

• Act as the primary interface between the Service Desk and back‑office teams (Claims, Policy Administration, Finance, Investments).
• Ensure efficient routing of requests and clear ownership of tasks across teams.
• Follow up with internal stakeholders to ensure timely completion of assigned tasks.
• Maintain clear separation between customer communication (Service Desk) and processing (Operations).
• Produce and analyze service performance reports, including SLA adherence, ticket volumes, backlog, and quality metrics.
• Identify recurring issues and perform root cause analysis to reduce repeat queries and improve processes.
• Support the development of dashboards and KPIs to provide visibility to senior management.
• Recommend and implement process improvements to enhance efficiency, scalability, and customer experience.

Complaints & Escalation Management

• Oversee the handling of complaints, ensuring they follow the defined regulatory process and timelines.
• Coordinate investigations with relevant teams and ensure timely and appropriate responses.
• Track complaint trends and contribute to root cause analysis and reporting.
• SLA Adherence: % of tickets meeting response and resolution SLAs
• Backlog Management: Volume and aging of open tickets
• Ticket Quality: Accuracy, completeness, and proper categorization
• Reopened Tickets %
• Customer Satisfaction (CSAT / NPS)
• Team Productivity: Tickets handled per representative