Customer Care Lead

Equiniti

Customer Solutions Lead managing escalated customer issues and ensuring superior customer experience at EQ, a fintech company. Acting as a liaison and escalation point for customer service representatives.

Posted 5/6/2026full-timeRemote • New York • 🇺🇸 United StatesSenior💰 $21 - $24 per hourWebsite

About the role

Key responsibilities & impact

Partnering across departments and business groups to ensure a superior customer experience, acting as an escalation point for representatives and business partners to resolve customer and client issues
Provide coaching to representatives and feedback to managers
Track and Review data and report trends to management.
May act as subject matter expert on line of business initiatives or projects.
May provide guidance to less experienced staff
May act as a Peer coach or as a liaison for higher revenue clients
Provide support and expertise to Quality Assurance Specialists and Learning and Development consultants
May provide written correspondence and email processing support
May assist in taking incoming calls from Shareowners during peak times

Requirements

What you’ll need

4-5 years of Contact Center experience in the Shareowner Relations Call Center
2 years of experience in Equity Plans and Employee Stock Purchase Plan preferred
Previous experience mentoring or coaching associates
High motivation with ability to successfully meet individual and team goals
Financial services experience
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Solid troubleshooting and resolution skill
Customer service focus with the ability to balance needs of clients, shareholders, and team members.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Equiniti Website LinkedIn All Job Openings 5001 - 10000 employees Founded 2007 💸 Finance 🏢 Enterprise 🤝 B2B Finance
Enterprise
B2B Equiniti is a leading provider of shareholder, pension, and remediation services, with significant operations in the UK, US, and globally. The company offers an array of services for individuals and organizations including share registration, investor relations advisory, employee benefits, retirement solutions, and customer management solutions. Equiniti specializes in transforming the retirement and pensions markets with advanced administration and technology solutions, as well as providing comprehensive business solutions like global payments and governance services. With strong capabilities in client portals and data solutions, Equiniti supports over 40 million shareholders, members, and customers worldwide, including a significant presence among the S&P and FTSE 100 companies. Customer Care Lead 🔥 0 minutes ago 🗽 New York – Remote 💵 $21 - $24 / hour ⏰ Full Time 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Partnering across departments and business groups to ensure a superior customer experience, acting as an escalation point for representatives and business partners to resolve customer and client issues
Provide coaching to representatives and feedback to managers
Track and Review data and report trends to management.
May act as subject matter expert on line of business initiatives or projects.
May provide guidance to less experienced staff
May act as a Peer coach or as a liaison for higher revenue clients
Provide support and expertise to Quality Assurance Specialists and Learning and Development consultants
May provide written correspondence and email processing support
May assist in taking incoming calls from Shareowners during peak times 🎯 Requirements
4-5 years of Contact Center experience in the Shareowner Relations Call Center
2 years of experience in Equity Plans and Employee Stock Purchase Plan preferred
Previous experience mentoring or coaching associates
High motivation with ability to successfully meet individual and team goals
Financial services experience
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Solid troubleshooting and resolution skill
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Hard Skills & Tools

data trackingdata analysistroubleshootingresolution skills

Soft Skills

coachingmentoringcommunicationanalytical skillsattention to detailcustomer service focusteam collaboration