401(k) Client Experience Team Lead

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)