Client Service Lead

Peak Retirement Planning, Inc.; Columbus (OH); On-site; USD 60,000 - 80,000; Full time

Job summary

Peak Retirement Planning, Inc. in Columbus, Ohio is looking for a Client Service Lead to own and manage the client service department. You will ensure high performance and implement process improvements to enhance efficiency.

The ideal candidate is elite in their field, possesses a servant's heart, and is excited to grow with a fast-paced startup. Responsibilities include managing client communications, overseeing account transitions, and establishing department KPIs.

Qualifications

• Experience as a Client Service Lead or in a similar role.
• Strong ability to manage team performance and cross-functional alignment.
• Capable of improving processes for efficiency.

Responsibilities

• Own and manage the client service department.
• Monitor and manage client communications.
• Track and manage client account transitions.

Skills

Client service expertise

Process improvement

Team leadership

Cross-functional collaboration

Job description

Peak has grown from one team member to over 60 team members in just 4 years. In 2025 we had over 5,400 applicants and hired only 19, reflecting our high hiring standards.

What We Look For

A+ Player

• Elite at what they do. Extremely hard worker. Gritty. Gets things done. Internal need to succeed.
• Does not like working with B and C players.
• Does not need to be told twice what to do.

Foxhole Team Member

• Has a servant's heart and a purpose bigger than themselves.
• Will help a team member fix a flat on the side of the road at 6am.
• Goes above and beyond to provide a "White Glove Service" to our clients.

Rocketship Mentality

• Excited to join a fast-growing startup with extreme upside.
• Growth Mindset in all areas of life—professionally, personally, physically, and spiritually.
• "Lifer"—those who want to work with us for 30+ years (not just a 9-5 job).

Main Responsibilities

• Bring experience as a Client Service Lead or similar role.
• Own and manage the client service department, ensuring high performance, clarity of roles, and cross‑functional collaboration.
• Identify and implement process improvements that elevate efficiency and optimize advisor workload.
• Act as a strategic partner to the operations team, ensuring alignment with company goals.
• Monitor, answer, and delegate our client email inbox, ensuring company standards and response deadlines.
• Complete and process client paperwork to ensure smooth account setup and maintenance.
• Serve as a liaison for clients during account transfers, ensuring clear and supportive communication.
• Manage and track 401(k) rollovers and investment transfers with accuracy and timeliness.
• Establish and maintain department KPIs, and hold team members accountable to performance benchmarks.