Team Lead Client Experience

Company Description

Ubiquity Retirement Savings® has a simple mission: to empower small businesses and their employees to create a more secure financial future by leveraging technology with affordable retirement solutions and world-class customer support.

For over 25 years, we have helped workers save more than $3 billion toward their retirement and opened 401(k) plans for 10,000 small businesses—pioneering a transparent, flat-fee experience. Our tenured team are retirement experts and future-you champions.

Ubiquity is known for our unique and thriving company culture, our ongoing investment in our employees, and for providing a clear career path for your future. Do more here and make more of a difference to small businesses everywhere!

We value accountability, collaboration, and transparency. Proudly one of the Best Places to Work and Entrepreneur Magazine's Top 150 Company Cultures, we take what we do seriously and always strive to be happy at work. Our four company values and our motto “Freedom with Accountability” guide the way we work to support our mission.

Learn more about our values: https://www.myubiquity.com/about/                                       

See us in the news:  https://www.linkedin.com/company/ubiquity-retirement-savings         

Find out what our employees think: https://www.glassdoor.com/Reviews/Ubiquity-Retirement-Savings-Reviews-E101757.htm                                                                                                 

Watch the documentary we produced about the challenges Americans face in saving for their futures. Broken Eggs: The Looming Retirement Crisis in America: https://www.youtube.com/watch?v=kmtjJVC_niI

We are a growing company that wants you to be a part of our success!

Job Description

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.  

• Team Leadership: Provide guidance and support to a team of customer service representatives per this document, ensuring they meet performance targets and deliver outstanding service. 

• 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. 

• 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.  

• Identify training needs for self to conduct effective QA and other roles and responsibilities.  

• 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.  

• Establish lines of communication with peers and other department leaders to create and implement Client Experience strategies or establish / revise processes and policies. 

• First point of contact for escalations, reviews, and low CSATs and partner with the Client Retention Specialist to turn detractors into supporters. 

• Maintain Distribution Engine skill-based routing 

• 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.  

• Support other projects related to Customer Success as assigned. 

• 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. 

• Maintain, follow, and enforce all Ubiquity security policies and procedures at all times. Policies will be shared with all employees annually. Employees can request a copy of the most recent policies from Ubiquity’s Security Officer at any time. 

Qualifications

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 role 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. 

Additional Information

This is a salaried, full-time, remote position with an annual base salary of $75,000-$85,00 plus variable. At this time we are only hiring candidates eligible to work in the US. 

We are focused on building a diverse and inclusive workforce. If you are excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

We offer:

• Competitive compensation package
• Generous stipend toward premiums for medical, dental, and vision
• Learning and development stipends
• 401(k) Matching
• Monthly wellness subsidies
• Equity incentives
• Flexible, accrual-based PTO policy
• Time off for volunteering
• Emphasis on internal promotions
• Regular performance reviews
• Remote work culture

Ubiquity Retirement Savings is an equal employment opportunity employer for all applicants and employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws.