Team Lead, Client Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the logistics and quality of the Client Experience team to guarantee outstanding service delivery and customer satisfaction.

• Provide direction, support, and leadership to customer service representatives.

• Utilize reporting and productivity data to inform strategic planning, oversight, coaching, and performance enhancement.

• Identify opportunities for performance and efficiency improvements through QA observations, attendance, and productivity metrics.

• Conduct regular quality assurance evaluations and communicate necessary feedback and training requirements.

• Collaborate with colleagues and department leaders on Client Experience strategies, processes, and policies.

• Act as the primary point of contact for escalations, reviews, and instances of low survey scores.

• Develop and maintain weekly team schedules ensuring sufficient coverage across service channels and operating hours.

• Manage case assignments based on team members’ knowledge and experience levels.

• Review team queues weekly to uphold queue hygiene and address any violations.

• Assist with other Customer Success projects as assigned.

• Conduct one-on-one meetings with team members at least bi-weekly.

• Adhere to, follow, and enforce Ubiquity security policies and procedures.

⛳️ Requirements

• A minimum of 6 years of experience in a client experience or customer service position, particularly with enterprise or high-volume accounts.

• At least 2 years of experience in a management or leadership capacity.

• Familiarity with Salesforce and Five9 telephony systems is essential.

• Experience in the 401(k) industry is required.

• Knowledge of 401(k) plan administration principles, including compliance, testing, and payroll integration.

• Demonstrated ability to manage multiple priorities and excel in a fast-paced setting.

• Exceptional written and verbal communication skills.

• Strong analytical and problem-solving skills.

• Must successfully complete an assessment demonstrating foundational 401(k) knowledge.

• One or more industry certifications are preferred (e.g., QKA, RPF, DC-1, DC-2).

🏝️ Benefits

• Health, dental, and vision coverage — 90% of your premium covered, 60% for dependents.

• 401(k) with company match up to 4% of your gross annual salary.

• $100/month wellness reimbursement.

• $300 home office stipend.

• Fully remote, flexible work culture.

• Opportunity to earn an additional 5% in variable compensation based on performance.