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Team Lead, Client Experience

3 weeks, 1 day ago
United States
Full-time
Senior
Technical Lead
Software Development
Salesforce
Apply Now
Ubiquity Retirement + Savings

Ubiquity Retirement + Savings

Ubiquity Retirement + Savings offers flat fee 401(k) plans for small businesses, empowering them to secure a financial future with affordable retirement solutions and exceptional customer support.

Capital Markets
51-250
Founded 1999
$20M raised
View All Jobs 2

Description

  • Lead, coach, and support customer service representatives to meet performance and service targets.
  • Use reporting, productivity, attendance, and quality data to guide team oversight and improvement plans.
  • Conduct regular quality assurance reviews, provide feedback, and identify training needs.
  • Serve as the first escalation point for complex inquiries, low survey scores, and high-impact client concerns.
  • Create weekly schedules to ensure coverage across service channels and operating hours.
  • Manage case assignments and review team queues weekly for accuracy, hygiene, and timely escalation.
  • Conduct one-on-one meetings with assigned team members at least every two weeks.
  • Collaborate with department leaders to develop Client Experience strategies and improve processes and policies.
  • Support Customer Success projects and enforce Ubiquity security policies and procedures.

Requirements

  • 6+ years of experience in client experience or customer service, preferably with enterprise or high-volume accounts.
  • 2+ years of management or leadership experience.
  • Experience in the 401(k) industry is required.
  • Expertise in 401(k) plan administration, including 5500s, compliance testing, safe harbor, census, auditing, and payroll integration.
  • Familiarity with Salesforce and Five9 telephony systems.
  • Strong team management, coaching, performance optimization, analytical, and problem-solving abilities.
  • Excellent written and verbal communication skills, including the ability to explain complex concepts clearly.
  • Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
  • One or more industry certifications preferred, such as QKA, RPF, DC-1, or DC-2.
  • Ability to pass an assessment demonstrating foundational 401(k) knowledge.

Benefits

  • Annual base salary of $75,000–$85,000 plus up to 5% performance-based variable compensation.
  • Health, dental, and vision coverage with 90% of the employee premium and 60% of dependent premiums covered.
  • 401(k) plan with company matching up to 4% of gross annual pay.
  • $100 monthly wellness reimbursement and $300 home office stipend.
  • Fully remote and flexible work culture.
  • Regular schedule of 8:00 a.m.–5:00 p.m. Pacific Time.

Interested in this position?

Apply directly on the company website

Apply Now

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