Team Lead Client Experience - Remote

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.

In Short

• Manage logistics and quality of Client Experience team.
• Ensure exceptional service delivery and customer satisfaction.
• Provide guidance and support to customer service representatives.
• Monitor team performance metrics and recommend improvements.
• Conduct regular quality assurance of team members' work.
• Identify training needs and conduct coaching sessions.
• Handle escalations and improve client retention.
• Maintain communication with other departments for strategy implementation.
• Support projects related to Customer Success.
• Enforce company security policies.

Requirements

• 6+ years in client experience/customer service roles.
• 2+ years in management/leadership roles.
• Familiarity with Salesforce and Zoom systems.
• Experience in the 401(k) industry.
• Excellent communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Pass an assessment demonstrating foundational 401(k) knowledge.

Benefits

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