Customer Service Team Lead

About the role

VUMI® is seeking a Senior Client Service Specialist / Team Lead to oversee the VIP Customer Service Desk for ULIP and life insurance products. This "player‑coach" position combines hands‑on case management with leadership of a small, early‑stage team, ensuring high‑quality service and compliance with Service Level Agreements.

Key responsibilities

• Manage the end‑to‑end lifecycle of customer and agent service requests in the CRM system, ensuring proper logging, categorisation, prioritisation and tracking.
• Act as the escalation point for complex, sensitive or high‑priority cases such as claims, complaints and onboarding delays.
• Support team members in resolving difficult queries and maintain adherence to SLAs during workload peaks.
• Identify process inefficiencies, propose improvements and help build a scalable service model.
• Collect and analyse customer and partner feedback, communicating insights to senior management.

Required profile

• Proven experience in customer service or contact‑center environments, preferably within insurance or financial services.
• Strong leadership abilities with a willingness to handle cases directly when needed.
• Excellent communication skills and a customer‑centric mindset.
• Ability to work in a fast‑moving, start‑up phase operation.

Required skills

• CRM system proficiency

What we offer

• Opportunity to shape the service function of a growing international health‑insurance company.
• Collaborative, multicultural work environment with more than 550 professionals worldwide.