Customer Service Team Lead Portuguese

Company DescriptionVIP Universal Medical Insurance Group (VUMI®) is an international health insurance organization offering major medical insurance products and specialized VIP medical services to individuals and corporations worldwide. VUMI provides a wide variety of health plans, including access to features such as Second Medical Opinion VIP®, global telemedicine, and at-home doctor visits. With offices across the United States, Canada, the UAE, Latin America, and Europe, VUMI operates as part of a global healthcare management group with over 40 years of industry experience. The company employs more than 590 professionals of diverse nationalities, ensuring comprehensive global expertise and service.
WHAT YOU WILL DOLead day-to-day Service Desk operations and ensure requests are managed end-to-end through a structured, ticket-based model.Act as an escalation point for complex customer, agent, claims, complaints, onboarding, or service-related cases.Monitor SLAs, ticket quality, backlog, and overall service performance.Coach and support team members to strengthen service quality, accountability, and customer experience.Partner with internal teams such as Claims, Policy Administration, Finance, and Investments to ensure timely resolution of service requests.
MANDATORY / NON-NEGOTIABLE REQUIREMENTSPortuguese language proficiency: native-Portuguese speaker or fully bilingual in Portuguese.ULIP product experience: Direct experience supporting, servicing, or managing Unit Linked Insurance Products.Life insurance with investment experience: Strong understanding of life insurance products with investment components.Team lead experience: Proven experience supervising, coaching, or leading a customer service, operations, or service desk team.
MAIN REQUIREMENTS5+ years of experience in customer service, operations, financial services, insurance, or service desk environments.Experience working with CRM systems, ticket management, SLAs, reporting, and process improvement.Strong communication, stakeholder management, problem-solving, and follow-up skills.Ability to work in a fast-paced, start-up-style environment with strong attention to detail and service quality.
If you meet the mandatory requirements and are passionate about leading service excellence in the life insurance and investment space, we would love to hear from you.