Customer Service Team Lead

POSITION SUMMARY The Senior Client Service Specialist / Team Lead is responsible for overseeing the day-to-day operations of the VIPLI Customer Service Desk, acting as a central coordination point (“control tower”) for all customer and agent service requests related to ULIP and life insurance products. This role ensures that all service requests are managed end-to-end through a structured, ticket-based model within the CRM system, delivering consistent, high-quality service aligned with defined Service Level Agreements. In the start-up phase of the Life & Investment Division, this position plays a critical role in establishing a strong operational foundation , ensuring that service processes are effectively implemented, continuously monitored, and refined over time. The role is expected to proactively identify inefficiencies, recommend improvements, and contribute to the evolution of a scalable and robust service model. The position also serves as a key link between customer/agent experience and senior management , ensuring that the voice of the customer and distribution partners is captured, analyzed, and effectively communicated to the VP of Operations. Through this feedback loop, the role supports informed decision-making and continuous enhancement of service delivery and customer experience. Combining hands-on case management with team leadership responsibilities, the role ensures that service requests are accurately triaged, effectively routed, and resolved within agreed timelines, while maintaining high standards of quality, compliance, and customer satisfaction. ESSENTIAL FUNCTIONS Given the early-stage nature of the operation and the expected size of the team, this role is designed as a “player-coach” position. In addition to supervisory and oversight responsibilities, the incumbent is expected to actively handle service requests directly, stepping in as needed to support the team, manage workload peaks, and ensure adherence to service level agreements (SLAs). The essential functions include, but are not limited to the following: • Service Desk Operations & Case Management Oversee and manage the end-to-end lifecycle of customer and agent service requests within the CRM system. Ensure all requests are properly logged, categorized, prioritized, and tracked in line with governance standards. Act as escalation point for complex, sensitive, or high-priority cases (e.g., claims, complaints, onboarding delays). Support team members in resolving complex queries and ensuring timely closure of tickets. Ensure adherence to the “single point of contact” model, with all customer/agent communication managed centrally via the Service Desk. • SLA Management & Performance Monitoring Monitor adherence to defined SLAs, including first response times, resolution times, and backlog management. Identify and proactively manage aged or at-risk tickets to prevent SLA breaches. Define and refine priority levels and ensure consistent application across the team. Escalate risks and service issues to management as required. • Team Leadership & Coaching Provide day-to-day guidance, support, and supervision to Client Service Specialists. Conduct regular coaching sessions to improve service quality, communication, and efficiency. Support onboarding and training of new team members on processes, tools, and service standards. Foster a customer-centric, accountability-driven team culture. • Quality Assurance & Process Governance Perform regular quality reviews of service tickets to ensure accuracy, completeness, and adherence to standards. Ensure all interactions, actions, and documentation are properly recorded in CRM (“if it is not in CRM, it did not happen”). Validate resolution quality before ticket closure, ensuring requests are fully completed and properly documented. Ensure compliance with internal policies, regulatory requirements, and audit standards. • Coordination with Operations & Cross-Functional Teams Act as the primary interface between the Service Desk and back-office teams (Claims, Policy Administration, Finance, Investments). Ensure efficient routing of requests and clear ownership of tasks across teams. Follow up with internal stakeholders to ensure timely completion of assigned tasks. Maintain clear separation between customer communication (Service Desk) and processing (Operations). • Reporting, Insights & Continuous Improvement Produce and analyze service performance reports, including SLA adherence, ticket volumes, backlog, and quality metrics. Identify recurring issues and perform root cause analysis to reduce repeat queries and improve processes. Support the development of dashboards and KPIs to provide visibility to senior management. Recommend and implement process improvements to enhance efficiency, scalability, and customer experience. • Complaints & Escalation Management Oversee the handling of complaints, ensuring they follow the defined regulatory process and timelines. Coordinate investigations with relevant teams and ensure timely and appropriate responses. Track complaint trends and contribute to root cause analysis and reporting. KEY PERFORMANCE INDICATORS (KPIs) SLA Adherence: % of tickets meeting response and resolution SLAs Backlog Management: Volume and aging of open tickets First Contact Resolution Rate Ticket Quality: Accuracy, completeness, and proper categorization Reopened Tickets % Customer Satisfaction (CSAT / NPS) Escalation Rate & Resolution Effectiveness Team Productivity: Tickets handled per representative Process Compliance & Audit Readiness MINIMUM QUALIFICATIONS Post-secondary education in Business, Finance, Insurance, or related field preferred. Strong customer service or operations experience in financial services or insurance may substitute for formal education. 5–8+ years of experience in customer service, operations, or service desk environments within financial services or insurance. Proven experience in a supervisory or team lead role. Strong understanding of life insurance / ULIP products and servicing processes (preferred). Experience working 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. WORKING CONDITIONS The following job-related working conditions are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function. WORK ENVIRONMENT The role primarily operates in an in-door, climate-controlled office setting working in close proximity to others. Noise level in the work environment is low to moderate. Light level provides adequate brightness for reading, computer work, and other tasks without causing glare or strain. PHYSICAL DEMANDS The job primarily involves sedentary work with prolonged periods sitting at a desk. While performing the duties of this job, employees may occasionally be expected to: exert up to 10 pounds of force and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. operate standard office equipment such as copiers, computers, telephones, printers, etc. TRAVEL Minimal to no travel required SAFETY HAZARD OF THE JOB Minimal hazards, primarily ergonomic risks associated with prolonged computer use. LEADERSHIP COMPETENCIES Customer-Centric Mindset Service Desk Operations & Case Management SLA & Performance Management Team Leadership & Coaching Teamwork & Cross-Functional Collaboration Problem Solving & Decision Making Process Governance & Compliance Continuous Improvement & Operational Excellence Adaptability in Start-Up Environments EEO STATEMENT VUMI Group is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. NOTE This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. The requirements listed in this job description are the minimum levels of knowledge, skills, or abilities necessary. This job positing does not create an employment contract, implied or otherwise, other than an “at will” relationship