客户体验负责人
Team Lead, Client Experience
职位概述
客户体验团队主管负责管理客户体验团队的物流和质量，以确保卓越的服务交付和客户满意度。该角色营造积极、高效的工作环境，并通过持续反馈向客户体验经理汇报，同时实施经批准的策略以增强整体客户体验。团队主管是实际操作的导师和问题升级点，帮助团队满足绩效期望并建立持续改进的文化。
该职位支持客户体验团队及其成员，他们通过电话、聊天、短信和电子邮件/工单为Ubiquity产品的企业用户提供服务。团队主管可能直接参与升级流程，与客户沟通以降低风险并解决高影响的问题。
职责与义务
- 利用所有可用的报告数据指导战略规划和对所负责团队的日常监督及辅导。
- 为客户服务代表团队提供领导、指导和支持，确保他们达到绩效目标并提供优质服务。
- 利用生产率数据监控团队和个人的绩效指标，并建议提升效率、生产力和服务质量的策略。
- 根据质量检查观察结果、出勤率和生产率指标识别绩效和效率改进机会。将模式传达给客户体验经理，并提出改进建议。
- 识别自身在有效进行质量检查和其他职责方面所需的培训需求。
- 定期对团队成员的工作进行质量检查，确保服务质量，识别改进和培训的领域，并向经理总结结果，同时向团队成员传达反馈。
- 与其他部门负责人和同级建立沟通，制定和实施客户体验策略，并创建或修订流程和政策。
- 作为升级、审查和低评分调查的首要联系人。
- 制定并维护团队的周计划，确保所有服务渠道和运营时间都有足够的覆盖。
- 理解并管理案件分配，确保手动分配的案件符合每个团队成员的知识和经验水平。
- 每周至少审查一次每个团队成员的队列，确认队列卫生指南得到遵守。
查看英文原文
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.
Benefits & Perks
- Health, dental, and vision coverage — 90% of your premium covered, 60% for dependents
- 401(k) with company match up to 4% of your gross annual pay
- $100/month wellness reimbursement + $300 home office stipend
- Fully remote, flexible work culture
Compensation & Schedule
The annual base salary range for this role is $75,000–$85,000, with the opportunity to earn an additional 5% in variable compensation based on performance.
This role is expected to work 8:00 a.m.–5:00 p.m. Pacific Time to ensure alignment and availability with the team.
Originally posted on Himalayas