Customer Service Team Lead

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regular Full Time Professional Miami, FL, US

2 days ago Requisition

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.

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:

• 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.
• 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.
• 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.

• 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…