Full-Time Team Lead Client Experience

Position Overview The Team Lead of Client Experience is responsible for managing the logistics and quality of the Client Experience team members to ensure exceptional service delivery and customer satisfaction. They play a crucial role in fostering a positive and efficient work environment, contributing to the development of team members through feedback loops to the Director of Client Experience and implementing approved strategies to enhance overall customer experience. The Team Lead serves as a hands-on mentor and escalation point, ensuring the team meets performance expectations while fostering a culture of continuous improvement. This role will support the Client Experience team management and members who support enterprise users of Ubiquity’s products through telephony, chat, SMS, and email/tickets. This role may directly engage clients in escalation pathways to mitigate risk and resolve high-impact inquiries.

Responsibilities and Duties The following provides an overview of the core responsibilities of Team Lead. These responsibilities may change from time to time as processes evolve and corporate strategy evolves.

Use all available reporting data to contribute to strategic planning and day-to-day oversight and coaching of assigned team.

1. Provide guidance and support to a team of customer service representatives, ensuring they meet performance targets and deliver outstanding service.
2. Use productivity data to monitor team and individual performance metrics, and recommend strategies to improve efficiency, productivity, and quality of service in your designated pod.
3. Identify performance and efficiency opportunities based on observations in QA, team member attendance, and productivity metrics. Communicate any patterns to the Director of Client Experience and provide suggestions for enhancements.
4. Identify training needs for self to conduct effective QA and other roles and responsibilities.
5. Conduct regular QA of team members’ work products to ensure quality of service and identify areas of improvement and training. Summarize outcomes to Director consistently and ensure feedback is communicated to the team members.
6. Establish lines of communication with peers and other department leaders to create and implement Client Experience strategies or establish/revise processes and policies.
7. First point of contact for escalations, reviews, and low CSATs and partner with the Client Retention Specialist to turn detractors into supporters.
8. Maintain Distribution Engine skill-based routing.
9. Review each individual team member’s queues at least twice per week to ensure queue hygiene guidelines are being followed and raise attention to any old, incorrect, or escalated cases. Raise any violation to the team director for immediate action.
10. Support other projects related to Customer Success as assigned.
11. Conduct 1x1 with each assigned team member at least once every two weeks and provide coaching and feedback to support team performance, growth, efficiency, and morale.
12. Maintain, follow, and enforce all Ubiquity security policies and procedures at all times.

Competencies

• Leadership Demonstrated success at proactively identifying ways to improve the client experience and executes effective plans to activate the ideas. Inspires the team being managed to meet or exceed performance targets.
• Strategic Planning Strategically and proactively analyzes situations and proposes solutions to streamline processes on a regular basis. Thinks of ongoing improvements to operational systems and processes and takes the initiative to design and implement those improvements.
• Team Management Demonstrated track record of successful team management, objective setting, coaching, and performance optimization. For all team members, able to define and monitor performance metrics that align with corporate goals, and managing team as needed to achieve those metrics.
• Client Service Keeps internal and external clients in mind at all times. Proactively address client concerns and guide them through the support process for quick and effective issue resolutions.
• 401(k) Knowledge Expert knowledge of implementing and administering all aspects of managing 401(k) plans, including but not limited to 5500s, compliance testing, safe harbor, census, and annual auditing.
• Organization Thrives in a deadline-driven environment managing multiple initiatives/projects, clients, priorities, and tickets at different levels of completion. Able to successfully and consistently drive multiple, simultaneous large initiatives to completion. Excellent follow-through and communication to update other internal stakeholders.
• Communication Clear, polished, and professional spoken and written communication skills. Has the ability to explain and break down complex ideas with easy-to-understand instructions.

Skills + Experience 6+ years’ experience in client experience/customer service, with a focus on enterprise or high-volume accounts. 2+ years’ experience in management/leadership role(s). Familiar with Salesforce and Zoom telephony systems. 401k Industry experience required. One or more industry certifications preferred, e.g., QKA, RPF, DC-1, DC- Understands principals of 401(k) plan administration, including compliance, testing, and payroll integration. Proven ability to manage multiple priorities and thrive in a fast-paced environment. Excellent written and verbal communication skills. Strong analytical and problem-solving abilities. Must pass an assessment demonstrating foundational 401(k) knowledge to support team operations effectively.

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