Client Advocate Team Lead (Internal & In-Office ONLY)

Client Advocate Team Lead (Internal & In-Office ONLY) Position: Client Success Advocate Team Lead Universal Background provides industry leading people insights to safety sensitive organizations in a simplified experience through our best-in‑class background screening, drug testing, occupational health, and verification services. We are proudly ranked as an industry leader in quality and service delivery. Overview The Client Advocate Team Lead is responsible for overseeing the day‑to‑day operations of the client advocate team, ensuring consistent, high‑quality interactions across all client touchpoints while maintaining SLA adherence and service delivery standards. This role serves as the first point of escalation for complex client situations, provides real‑time coaching and development support to team members, and leads by example in delivering proactive, solutions‑oriented client experiences. In addition to daily operations, the Team Lead contributes to process improvement initiatives, QA efforts, and the maintenance of SOPs and team knowledge resources. They monitor team trends, surface insights to management, support reporting and analysis, and serve as a subject matter expert for systems, workflows, and client scenarios — ensuring the team remains equipped to meet evolving business demands. Key Responsibilities Oversee day‑to‑day client interactions (calls, emails, workflows) to ensure quality and consistency. Monitor team workload distribution and assist with real‑time balancing. Support SLA adherence and service delivery standards. Serve as escalation point for complex or high‑impact client issues. Provide ongoing coaching, guidance, and real-time feedback to team members. Support onboarding and training of new hires. Reinforce best practices in communication, workflows, and client handling. Identify skill gaps and elevate development needs to manager. Ensure high-quality client interactions across the team. Anticipate client needs and guide team in delivering proactive solutions. Lead by example by handling high‑complexity client scenarios. Adapt to rapidly changing industry and business requirements by implementing change management plans for up‑training team members. Contribute to QA initiatives and monitor adherence to standards. Recommend and help implement workflow and service improvements. Maintain and help update SOPs and process documentation across the team and knowledgebase. Engage upper leadership as needed to support resolution of client and consumer escalations. Track team trends and surface insights (quality, productivity, issue trends) to management. Assist with reporting and analysis. Lead client training sessions as needed. Act as subject matter expert for systems, workflows, and client scenarios. Required Qualifications High School Diploma or equivalent required. 2+ years of experience in client services, customer operations, or similar client‑facing role. Demonstrated leadership ability with experience mentoring, coaching, or guiding team members. Excellent verbal and written communication skills with a client-first mindset. Strong attention to detail with the ability to identify errors, inconsistencies, and service gaps. Ability to manage time effectively, prioritize competing demands, and thrive in a fast‑paced environment. Strong problem‑solving skills with the ability to navigate complex client situations and escalations. Proficiency in Microsoft Outlook, Word, Excel, and standard web browsers. Comfortable working both independently and collaboratively across teams. Preferred Qualifications Prior experience in a team lead, senior associate, or informal leadership capacity within a client services environment. Experience in background screening, SaaS, financial services, healthcare, or a compliance‑related field. Familiarity with SLA management, quality assurance tracking, or productivity metrics. Experience with CRM platforms, ticketing systems, or workflow management tools. Working knowledge of relevant industry regulations or compliance standards (e.g., FCRA, HIPAA). Experience creating, updating, or maintaining SOPs and process documentation. Proven ability to train, onboard, and develop new team members effectively. Universal Background is committed to creating a diverse work environment and we are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Position requirements: Full-Time; this position is currently accepting applications. #J-18808-Ljbffr Universal Background Screening