Team Lead, Client Experience

Ubiquity Retirement and Savings is seeking a dedicated Team Lead to oversee our Client Experience team. In this role, you will manage the logistics and quality of service delivery, fostering a supportive environment while ensuring our enterprise clients receive exceptional support across all communication channels.

Key responsibilities

• Provide leadership and coaching to a team of customer service representatives to ensure performance targets are met.
• Conduct regular quality assurance reviews and provide actionable feedback to team members to drive continuous improvement.
• Serve as the primary point of contact for client escalations and high-impact inquiries to mitigate risk.
• Manage team scheduling and case assignments to ensure optimal coverage and alignment with individual expertise.
• Collaborate with department leaders to develop and implement strategies that streamline operational processes.

Requirements

• 6+ years of experience in client experience or customer service, specifically with enterprise or high-volume accounts.
• 2+ years of proven experience in a management or leadership role.
• Expert knowledge of 401(k) plan administration, including compliance, testing, and payroll integration.
• Strong analytical skills with proficiency in Salesforce and Five9 telephony systems.
• Excellent communication skills with the ability to explain complex concepts clearly.

What we offer

• Comprehensive health, dental, and vision insurance coverage.
• 401(k) retirement plan with a company match of up to 4%.
• Monthly wellness reimbursement and a dedicated home office stipend.
• A fully remote work environment that prioritizes flexibility and professional growth.