Customer Service Team Lead
On-site · Medellín, Antioquia, Colombia or Guayaquil, Guayas, Ecuador
Medellín, Antioquia, Colombia or Guayaquil, Guayas, EcuadorOn-siteFull TimeSenior LevelNot SpecifiedUnknown
Type
Full Time
Level
Senior Level
Education
Not Specified
Company size
Unknown
Job Summary
Senior-level Customer Service Team Lead overseeing the VIP service desk (customer and agent requests) with end-to-end ticket management in a CRM, ensuring SLA adherence, coaching and supervising a small team, and partnering with senior management to drive process improvements and scalable service delivery for life insurance products.
Required Qualifications
- Post-secondary education in Business, Finance, Insurance, or related field preferred.
- 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.
- Fluency in Spanish is required. English proficiency is a strong plus. Portuguese language skills are preferred.
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