Team Lead, Client Experience

Position Overview

The Team Lead of Client Experience manages the logistics and quality of the Client Experience team to ensure exceptional service delivery and customer satisfaction. This role fosters a positive, efficient work environment and develops team members through consistent feedback to the Manager of Client Experience, while implementing approved strategies that strengthen the overall customer experience.

The Team Lead acts as a hands-on mentor and escalation point, helping the team meet performance expectations and building a culture of continuous improvement.

This role supports the Client Experience team and its members, who serve enterprise users of Ubiquity's products through telephony, chat, SMS, and email/tickets. The Team Lead may directly engage clients in escalation pathways to mitigate risk and resolve high-impact inquiries.

Responsibilities and Duties

• Use all available reporting data to guide strategic planning and day-to-day oversight and coaching of the assigned team.
• Provide leadership, guidance, and support to a team of customer service representatives, 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 within your team.
• Identify performance and efficiency opportunities based on QA observations, attendance, and productivity metrics. Communicate patterns to the Manager of Client Experience with suggestions for improvement.
• Identify training needs for self to conduct effective QA and fulfill other roles and responsibilities.
• Conduct regular QA of team members' work to ensure quality of service, identify areas for improvement and training, and summarize outcomes to the Manager while communicating feedback to team members.
• Establish communication with peers and other department leaders to develop and implement Client Experience strategies, and to create or revise processes and policies.
• Serve as the first point of contact for escalations, reviews, and low survey scores.
• Create and maintain the team’s weekly schedule, ensuring adequate coverage across all service channels and operating hours.
• Understand and manage case assignments, ensuring manually assigned cases align with each team member’s knowledge and experience level.
• Review each team member's queues at least once per week to confirm queue hygiene guidelines are followed, flagging old, incorrect, or escalated cases and raising violations to the Manager for immediate action.
• Support other Customer Success projects as assigned.
• Conduct one-on-ones with each assigned team member at least once every two weeks, providing coaching and feedback that supports performance, growth, efficiency, and morale.
• Maintain, follow, and enforce all Ubiquity security policies and procedures at all times. Policies are shared with employees annually, and the most recent version is available on request from Ubiquity's Security Officer.
• Competencies
• Leadership: Proactively identifies ways to improve the client experience and executes effective plans to bring ideas to life. Inspires the team to meet or exceed performance targets.
• Strategic Planning: Analyzes situations and proposes solutions that streamline processes on a regular basis. Designs and implements ongoing improvements to operational systems.
• Team Management: Demonstrated track record of team management, objective setting, coaching, and performance optimization. Defines and monitors performance metrics aligned with corporate goals.
• Client Service: Keeps internal and external clients top of mind. Proactively addresses client concerns and guides them through the support process for quick, effective resolutions.
• 401(k) Knowledge: Expert knowledge of implementing and administering 401(k) plans, including 5500s, compliance testing, safe harbor, census, and annual auditing.
• Organization: Thrives in a deadline-driven environment, managing multiple initiatives, clients, priorities, and tickets at different stages of completion, with strong follow-through and stakeholder communication.
• Communication: Clear, polished, and professional spoken and written communication. Breaks down complex ideas into easy-to-understand instructions.
• Skills and Experience
• 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.
• One or more industry certifications preferred (e.g., QKA, RPF, DC-1, DC-2).
• 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 to support team operations effectively.