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