Senior Customer Service Team Lead — Start-Up Insurance Ops

National Healthcare Solutions Group LLC; Miami (FL); Sur place; USD 85 000 - 110 000; Plein temps

Résumé du poste

VUMI Group in Miami, FL is seeking a Senior Client Service Specialist / Team Lead to oversee the VIPLI Customer Service Desk for ULIP and life insurance products. You will manage end-to-end service requests within a ticket-based CRM and ensure SLA-aligned delivery.

As a player-coach, you will triage, route, and resolve tickets, coach staff, and partner with Claims, Policy Administration, Finance, and Investments to drive process improvements and superior customer experience.

Qualifications

• Post-secondary education in Business, Finance, Insurance, or related field preferred; experience may substitute.
• 5–8+ years of experience in customer service, operations, or service desk within financial services or insurance.
• Proven experience in supervisory or team lead role.
• Strong understanding of life insurance/ULIP products and servicing processes (preferred).
• Experience in SLA-driven, ticket-based service environments.
• Proficiency with CRM systems (Salesforce or similar preferred).
• 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 is required. English proficiency is a strong plus. Portuguese language skills are preferred.

Responsabilités

• Oversee end-to-end lifecycle of customer and agent service requests in the CRM.
• Log, categorize, prioritize, and track requests per governance standards.
• Serve as escalation point for complex or high-priority cases.
• Coach and support team to ensure timely ticket closure.
• Maintain single point of contact model via the Service Desk.
• Monitor SLA adherence, response and resolution times.
• Provide day-to-day guidance to Client Service Specialists.
• Coordinate with back-office teams (Claims, Policy Admin, Finance, Investments).
• Produce service performance reports and KPIs for management.
• Identify recurring issues and drive process improvements.

Connaissances

Customer service

Team leadership

CRM systems

SLA management

Stakeholder management

Spanish language

English language

Portuguese language

Formation

Post-secondary education in Business/Finance/Insurance

Outils

CRM systems (Salesforce)

Description du poste

VUMI Group in Miami, FL is seeking a Senior Client Service Specialist / Team Lead to oversee the VIPLI Customer Service Desk for ULIP and life insurance products. You will manage end-to-end service requests within a ticket-based CRM and ensure SLA-aligned delivery.

As a player-coach, you will triage, route, and resolve tickets, coach staff, and partner with Claims, Policy Administration, Finance, and Investments to drive process improvements and superior customer experience.