Customer Service Team Lead (Portuguese)

About the role

We are seeking a bilingual Portuguese Customer Service Team Lead to oversee our Service Desk operations. The role involves managing end‑to‑end request handling, acting as an escalation point, and ensuring high‑quality service for our insurance and investment products.

Key responsibilities

• Lead day‑to‑day Service Desk activities using a ticket‑based model.
• Monitor SLAs, ticket quality, backlog and overall performance.
• Coach and support team members to improve service quality and customer experience.
• Serve as escalation point for complex customer, agent, claims, complaints, onboarding or service‑related cases.
• Collaborate with internal teams such as Claims, Policy Administration, Finance and Investments to resolve requests promptly.

Required profile

• Native or fully bilingual proficiency in Portuguese.
• Minimum 5 years experience in customer service, operations, financial services, insurance or service desk environments.
• Proven experience leading or supervising a customer service or service desk team.
• Direct experience with Unit Linked Insurance Products (ULIP) and life insurance products with investment components.
• Strong communication, stakeholder management, problem‑solving and follow‑up abilities.
• Ability to thrive in a fast‑paced, start‑up style environment with attention to detail.

Required skills

• Experience with CRM systems.
• Ticket management and SLA monitoring.
• Reporting and process improvement.