401(k) Client Experience Team Lead

Job Summary

Managing the logistics and quality of the Client Experience team, the full-time 401(k) Client Experience Team Lead will provide leadership, coaching, and support to ensure exceptional service delivery and customer satisfaction in a remote environment.

Key responsibilities

• Guide strategic planning and oversee day-to-day operations of the Client Experience team using reporting data
• Conduct regular quality assurance evaluations of team members' work to ensure service quality and identify training needs
• Serve as the first point of contact for escalations and maintain the team's weekly schedule to ensure adequate service coverage

Required qualifications

• 6+ years of experience in client experience or customer service, focusing on enterprise accounts
• 2+ years of experience in a management or leadership role
• Expert knowledge of 401(k) plan administration principles and compliance
• Familiarity with Salesforce and Five9 telephony systems
• One or more industry certifications preferred (e.g., QKA, RPF, DC-1, DC-2)