Job Overview
Location
US-IL-Illinois-Virtual
Job Type
Full-time
Category
Customer Success
Date Posted
April 2, 2026
Full Job Description
đź“‹ Description
- • As a Customer Care Client Leader - Virtual at Alight, you will serve as the senior point of contact and escalation for complex, high-impact clients, ensuring service excellence, operational efficiency, and strategic alignment across health, wealth, wellbeing, and absence management solutions. This role is critical to maintaining trusted advisor relationships with client executives and internal leaders while driving continuous improvement and shaping key outcomes that directly impact client satisfaction and business performance.
- • Day to day, you will lead Customer Care delivery by overseeing service quality, consistency, and client satisfaction; partner with operations and cross-functional teams to resolve complex delivery challenges; mentor and coach senior managers; drive execution of Customer Care strategy at the client and portfolio level; identify and implement continuous improvement initiatives; anticipate risks and proactively drive change; influence enterprise initiatives without direct authority; leverage data insights and industry expertise to guide client decisions; and ensure delivery models support scalability, efficiency, and performance goals.
- • You will join a mission-driven team at Alight, a global leader in unified benefits solutions, where the culture is built on Championing People, Growing with Purpose, and Being Alight—acting with integrity, empathy, and empowerment to improve lives through innovative total rewards and workforce wellbeing strategies.
- • In this role, you will develop advanced leadership and strategic influence skills, deepen your expertise in complex client-facing service operations, and gain experience driving enterprise-wide impact through data-driven decision making, change management, and cross-functional collaboration—positioning you for continued growth within a growing global organization committed to employee development and inclusion.
🎯 Requirements
- • Bachelor’s degree or equivalent experience
- • 5+ years of call center management and leadership experience
- • Expertise in Customer Care delivery, client management, and service operations
- • Proven success leading complex, client-facing environments with high visibility and impact
- • Strategic thinking, analytical skills, and data-driven decision making capabilities
- • Exceptional communication, negotiation, and influencing skills across all organizational levels
- • Ability to lead through ambiguity, change, and evolving business needs
- • Experience driving continuous improvement and operational excellence in a service-focused organization
- • Knowledge of multiple service areas (DC, DB, HM, HR, Payroll, etc.) based on current and projected clients
- • Understanding of client requirements and regulatory/legislative knowledge in multiple service areas
- • Familiarity with company policies, management tools, and resources
- • Experience leading broader customer service initiatives and projects that create enterprise results
🏖️ Benefits
- • Comprehensive total rewards package including health, wellbeing, retirement, and leave benefits
- • Flexible working arrangements supported by Alight’s recognition as a Top 100 Company for Remote Jobs
- • Continuing education and training opportunities for professional growth
- • Commitment to inclusion, diversity, and equal employment opportunity with reasonable accommodations
- • Potential for career advancement within a growing global organization
- • Pay transparency with salary range of $96,000 to $140,000 USD based on experience, education, and market data
Skills & Technologies
About Alight, Inc.
Alight, Inc. is a leading cloud-based provider of integrated benefits solutions. The company offers a comprehensive suite of services designed to help employers manage their employee benefits programs effectively. These services include health and wellbeing solutions, retirement plan administration, payroll services, and financial wellbeing tools. Alight focuses on leveraging data and technology to personalize employee experiences, improve health outcomes, and drive financial security for individuals and their families. They serve a diverse range of clients, from small businesses to large enterprises, aiming to simplify complex benefits landscapes and empower employees to make informed decisions about their health, wealth, and wellbeing.
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