Team Lead, Client Experience

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.