VIP Client Service Lead — Ops, Quality & SLAs

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

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