Team Lead, Technical Client Service

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

The APS Triage team provides SAC technology support to client-facing teams within Advisor Services. As Team Lead, you can quickly adapt to meet business needs and focus on putting our clients first by assisting the team in resolving technology challenges as efficiently as possible.  You will be relied upon to monitor the ticket workflow for meeting our service level agreements, provide coaching to team members, and handle escalated items from internal or external inquiries. 

What you are good at:

As a Team Lead, you will work with the APST Senior Manager and APST team to support Advisor Platform Support and Service through the Technology Ambassador program with SAC technology issues.  The goal of the Team Lead is to assist the APST team in resolving issues in a timely manner.  As a key communicator with other business partners, you will represent APST, APS and Service in conveying the impact of technical issues and how they affect our clients. As a Team Lead, you will be highly organized, manage multiple escalation workflows, coordinate communication with reps and support teams, and can quickly pivot as challenges arise.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

Responsibilities Include:

• Partner with APST Senior Manager to ensure the ticket workflow is completed with the highest quality
• Monitor current and aged work, acting as a liaison with appropriate business partners to receive ticket updates
• Identify trends in the APST workflow and educate team members and internal partners on how to increase efficiency
• Meet with APST team members to provide coaching or feedback on the quality of their tickets
• Review quality checks within the APST workflow to ensure the quality is consistent across the team and with our business partners
• Assist Senior Manager with plan of supervision, as necessary
• Effectively communicate with internal business partners and APS Leadership during critical incident remediation to ensure all parties are kept informed
• Assist APS and Service in Teams chats to provide guidance, triage potential issues, and reduce client impact through quick identification and escalation of unexpected technical behaviors
• Act as SME for APST regarding troubleshooting and SAC Product Knowledge
• Attend, actively participate, advocate for team and users, and present in various partner collaboration calls
• Identify learning opportunities, build content, and present as needed for AS Tech Ambassador meetings, APS IIU trainings, APS Huddles, and more

What you have

• Enthusiasm for technology and supporting internal and external clients in a fast-paced environment, delivering exceptional client experiences
• 5+ years of technology support experience (SAC or equivalent)
• 1+ years of team lead experience (or equivalent)
• 2+ years of production support experience, including troubleshooting, incident response, escalation management, and cross-functional collaboration
• Deep expertise in Schwab Advisor Services custody and wealth management platforms, including third-party integrations and complex issue resolution
• Proven project management experience leading initiatives from planning through implementation while managing priorities, risks, dependencies, and timelines
• Strong analytical and problem-solving skills with the ability to research issues, think strategically and deliver effective solutions
• Excellent organizational, communication, and relationship-management skills, with the ability to prioritize work, operate independently, collaborate across teams, and consistently deliver results under pressure