Senior Customer Service Team Lead – Insurance Ops

VUMI; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

VUMI in Miami, FL seeks a Senior Client Service Specialist / Team Lead to manage the VIPLI Customer Service Desk and act as a central coordination point for all customer and agent service requests related to ULIP and life insurance products.

The role combines hands‑on case management with team leadership to ensure tickets are triaged, routed, and resolved within SLAs, while upholding quality, compliance, and customer satisfaction in a fast‑paced, start‑up environment.

Qualifications

• 5–8+ years of experience in customer service, operations, or service desk within financial services or insurance.
• Proven supervisory or team‑lead experience.
• Knowledge of life insurance/ULIP servicing processes (preferred).
• Experience in SLA‑driven, ticket‑based service environments.
• CRM proficiency and strong communication skills.

Responsibilities

• Oversee end‑to‑end lifecycle of customer and agent service requests within the CRM.
• Act as escalation point for complex, sensitive, or high‑priority cases.
• Provide day‑to‑day coaching and supervision to Client Service Specialists.
• Ensure adherence to SLAs and effective ticket routing across teams.
• Maintain separation between customer communication and back‑office processing.
• Produce and analyze service performance reports and KPIs.

Skills

Customer service

Team leadership

SLA management

CRM systems

Stakeholder management

Education

Post-secondary education in Business/Finance/Insurance

Tools

Salesforce

Job description

VUMI in Miami, FL seeks a Senior Client Service Specialist / Team Lead to manage the VIPLI Customer Service Desk and act as a central coordination point for all customer and agent service requests related to ULIP and life insurance products.

The role combines hands‑on case management with team leadership to ensure tickets are triaged, routed, and resolved within SLAs, while upholding quality, compliance, and customer satisfaction in a fast‑paced, start‑up environment.