Team Lead, Customer Service & Service Delivery

International SOS; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

International SOS in the United States is seeking a seasoned Supervisor of Customer Services to lead a team of call center professionals. You will allocate work, coach staff, monitor performance, and ensure service standards meet or exceed contracted KPIs in a fast-paced health and security support operation.

You will collaborate with leaders, manage escalations, and drive process improvements while safeguarding patient and client confidentiality under HIPAA/PII guidelines.

Qualifications

• Demonstrated leadership of call center teams and ability to develop a collaborative culture.
• Experience using CRM systems to manage customer interactions and workflows.
• Strong problem-solving and decision-making skills under pressure.
• Excellent written and verbal communication; ability to document and share clear guidance.

Responsibilities

• Supervises work allocation for the team to meet contracted timeframes.
• Coaches and develops team members to maintain service standards.
• Leads a team of direct reports, monitoring productivity and behaviors.
• Ensures service standards/KPIs are met and procedures followed.
• Provides feedback to staff and acts as escalation point for complex issues.
• Supports on-call and on-duty leadership schedules.
• Maintains confidentiality per HIPAA/PII guidelines.

Skills

Leadership

CRM usage

Coaching

Communication

Problem solving

Decision making

Customer focus

Tools

SAP

Salesforce

Job description

International SOS in the United States is seeking a seasoned Supervisor of Customer Services to lead a team of call center professionals. You will allocate work, coach staff, monitor performance, and ensure service standards meet or exceed contracted KPIs in a fast-paced health and security support operation.

You will collaborate with leaders, manage escalations, and drive process improvements while safeguarding patient and client confidentiality under HIPAA/PII guidelines.