Team Lead, Client Experience

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Ubiquity Retirement + Savings

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1999

💼 Consulting

🛡️ Insurance

💳 Fintech

💰 $19M Series D - Ubiquity Retirement + Savings on 2019-03

Consulting • Insurance • Fintech

Ubiquity Retirement + Savings is a financial services company that provides low-cost, flat-fee, full-service retirement plans for small businesses and self-employed individuals. The company specializes in 401(k), Safe Harbor 401(k), and Solo 401(k) plans, offering payroll integrations, plan administration, compliance support, and broad investment options through a user-friendly online platform. Ubiquity focuses on transparent pricing, ease of use, and partner programs for financial advisors and payroll providers to scale retirement solutions.

📋 Description

• Manage the logistics and quality of the Client Experience team to ensure exceptional service delivery and customer satisfaction • Provide leadership, guidance, and support to customer service representatives • Use reporting and productivity data to guide strategic planning, oversight, coaching, and performance improvement • Identify performance and efficiency opportunities using QA observations, attendance, and productivity metrics • Conduct regular quality assurance reviews and communicate feedback and training needs • Collaborate with peers and department leaders on Client Experience strategies, processes, and policies • Serve as the first point of contact for escalations, reviews, and low survey scores • Create and maintain weekly team schedules with adequate coverage across service channels and operating hours • Manage case assignments according to team members’ knowledge and experience • Review team queues weekly to enforce queue hygiene and escalate violations • Support other Customer Success projects as assigned • Conduct one-on-ones with team members at least every two weeks • Maintain, follow, and enforce Ubiquity security policies and procedures

🎯 Requirements

• 6+ years of experience in a client experience or customer service role, with a focus on enterprise or high-volume accounts • 2+ years of experience in a management or leadership role • Familiarity with Salesforce and Five9 telephony systems • 401(k) industry experience required • Understanding of 401(k) plan administration principles, 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 • One or more industry certifications 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 pay • $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