Customer Service Lead

Now Hiring: Customer Experience Lead – IRA Retirement Product

Location: San Diego, CA  

Industry: Retirement Services | Fintech | Leadership Opportunity

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We're partnering with a leading financial technology firm to hire a Customer Experience Lead for their cutting-edge IRA platform—a fully automated, tech-forward IRA solution designed to simplify rollovers and deliver exceptional account-holder service.

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This is a hands-on leadership role perfect for someone with deep IRA customer-service experience (especially rollovers and call centers) who’s ready to grow into a Supervisor or Manager role in the near future.  

What You’ll Do

• Lead a frontline team of 4–6 specialists handling IRA-related customer inquiries  
• Own escalations and resolve complex issues (approximately 25 percent of an individual case load)  
• Track team KPIs and report on service metrics using Salesforce  
• Deliver training and optimize service workflows  
• Collaborate cross-functionally with Ops, Tech, Compliance, and external partners

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What You Bring

• 3–5+ years in IRA/retirement customer service (call center preferred)  
• Strong knowledge of rollover processes, force-outs, RMDs, etc.  
• Salesforce and CRM proficiency  
• Leadership skills—coaching without direct authority  
• Organized, analytical, and solutions-focused  
• Degree in Business/Finance a plus (or equivalent experience)

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Why Apply

• Lead customer experience for a best-in-class IRA platform  
• Join a collaborative, mission-driven team  
• Clear path to promotion (Supervisor/Manager track)  
• Hybrid flexibility with a San Diego HQ  

Contact: Katie Illam

Email: katie.illam@ingenuity-staffing.com  

Call or Text: 858-880-0942

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If you’re passionate about retirement services and ready to level up your leadership, let’s talk.

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