Team Lead - Global Service Center

Job Description

Job Description

Who we are

At Blue Cross Blue Shield Global SolutionsSM, we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we deliver an international healthcare experience that’s simple, efficient, and compassionate—so our customers can feel confident wherever they are in the world.

What we’re looking for in our Team Lead – Global Service Center

You lead with purpose and bring out the best in others. You balance hands-on support with team leadership, stepping in where needed while helping others succeed. You’re energized by fast-paced environments, complex problem-solving, and continuous improvement.

You’re someone who:

• Understands that great service starts with accountability, responsiveness, and strong team coordination
• Leads by example, providing guidance, coaching, and support to drive team performance
• Stays calm and decisive when managing escalations or urgent situations
• Communicates clearly across teams and levels, ensuring alignment and clarity
• Takes ownership of outcomes and looks for opportunities to improve processes and efficiency

Here’s the work you’ll be doing to support our service excellence

Team Leadership & Support

• Serve as a go-to resource and subject matter expert for Global Service Center Specialists
• Motivate, mentor, and coach team members to enhance performance and engagement
• Partner with leadership on hiring, onboarding, training, and development initiatives

Customer Experience & Escalation Management

• Act as an escalation point for complex member issues and ensure timely, effective resolution
• Deliver hands-on support by managing calls, cases, and high-priority requests when needed
• Maintain a high standard of service quality across all team interactions

Operational Coordination & Execution

• Work closely with management to ensure inquiries and services are handled efficiently and accurately
• Support queue management, workflows, and service delivery to meet performance expectations
• Follow established procedures while identifying opportunities for improvement

Cross-Functional Collaboration & Continuous Improvement

• Collaborate across departments to improve processes, communication, and training outcomes
• Participate in or lead projects and initiatives that drive operational efficiency
• Help implement solutions that enhance both team effectiveness and member experience

This might be the right fit for you if…

• You thrive in a leadership role within a fast-paced, service-driven environment
• You’re skilled at managing competing priorities while maintaining attention to detail
• You’re confident handling complex situations independently and making sound decisions under pressure
• You’re an effective communicator with strong problem-solving and conflict resolution skills

What you’ll get in return:

• Competitive base pay + annual bonus

• Competitive medical plans

• Telemedicine available

• Paid parental leave

• Employee assistance and wellness support 24/7

• Free international healthcare coverage

Other Great Perks:

• Hybrid work model

• Work abroad arrangements available

• Generous PTO accrual program with carry-over option

• 9 paid holidays in addition to one floating holiday and one volunteer day

• Tuition reimbursement

• Career/Learning and development opportunities

• 401(k) with generous company match

• Pet insurance offerings

• Identify theft and legal coverages available

• Emphasis on well-being (Virtual well-being platform, monthly mindfulness events, and giveaways)

EOE