Team Lead, Client Experience

Ubiquity Retirement + Savings

. Manage the logistics and quality of the Client Experience team to ensure exceptional service delivery and customer satisfaction .

Posted 9/18/2026full-timeRemote • United StatesSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing client experience teams, focusing on service delivery, quality assurance, and performance improvement. Proficient in 401(k) plan administration principles and capable of leading customer service representatives in a fast-paced environment.

Highest-signal resume keywords

Client Experience ManagementLeadership and Team DevelopmentSalesforce Proficiency401(k) Plan AdministrationAnalytical and Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssurancePerformance ImprovementData AnalysisCase ManagementScheduling

Soft Skills

Excellent Communication SkillsCoaching and MentoringCollaboration

Tools & Technologies

SalesforceFive9 Telephony System

Certifications & Qualifications

QKARPFDC-1DC-2

Industry Keywords

401(k) Industry ExperienceCompliancePayroll IntegrationTesting

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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