Manager, Saver Services

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech platform redefines how people save for the critical aspects of life across retirement education and healthcare savings needs. Today Vestwell enables over 350000 businesses and nearly 1.5 Million active savers with over $30 billion in assets saved across all 50 United States.

Vestwell offers a range of products including workplace-delivered retirement plans employer-offered student loan repayment benefits and various savings accounts for education emergencies and individuals with disabilities.

Vestwells platform serves a diverse clientele including financial advisers employers third-party administrators financial institutions payroll providers government agencies and individual savers. To learn more

Who Are We Looking For

As a Manager Saver Services you will lead a hybrid team of onshore and offshore service associates who provide front-line support to our clients via email chat and phone. This role is crucial in ensuring an exceptional customer experience by maintaining high service standards coaching team members and driving continuous improvement. You will collaborate with cross-functional teams including product and operations to enhance service delivery and identify process efficiencies.

What Will You Be Doing

Team Leadership & Performance Management:

• Lead mentor and develop a team of 10-12 client service professionals.
• Set performance expectations and track key metrics such as response times quality assurance and client satisfaction.
• Conduct regular 1:1s team meetings and performance reviews to foster professional growth.
• Provide coaching and training to improve team efficiency communication and problem-solving skills.

Service Delivery & Client Experience:

• Ensure timely accurate and empathetic responses to inbound client inquiries via email chat and phone.
• Oversee the processing of plan documents distribution requests and other service-related tasks.
• Monitor and enhance quality control processes to ensure adherence to company and regulatory standards.
• Handle escalations and complex client issues with a focus on resolution and retention.

Process Improvement & Collaboration:

• Analyze trends in client inquiries to identify areas for service and product improvement.
• Collaborate with internal teams to refine workflows and optimize service processes.
• Provide ongoing feedback to the product team to enhance the client experience.
• Drive initiatives to improve efficiency reduce response times and increase client satisfaction.

Requirements

The Necessities

• 3 years of experience in customer service client support or operations with at least 1-2 years in a leadership or management role.
• Strong communication skillsboth verbal and writtenwith the ability to coach others in effective client interactions.
• Proven track record of leading high-performing teams in a fast-paced client-facing environment.
• Strong problem-solving skills with the ability to analyze data and drive informed decisions.
• Experience with helpdesk and CRM platforms (e.g. Zendesk Jira) is a plus.
• Ability to adapt to a rapidly evolving business environment and drive positive change.

This role will be based in our Austin office and will be part of Vestwells hybrid in-office operation.

The expected base salary range for this position is $80K - $90K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

OUR BENEFITS

Were an innovative high-growth company with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy but all employees are welcome at our bright comfortable office with many workspace options in our Midtown Manhattan Austin King of Prussia and Phoenix offices so everyone has a setting that is the most productive for them. Oh and naturally we have a great 401(k) plan!

OUR PROCESS

It starts the same for every candidate: getting to know the team members through 1-2 conversations about Vestwell your experience and your interests. Next steps can vary by role but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer a portfolio review for a Designer deeper experience call for other roles) which leads to a virtual or in-person interview panel after that if the screens go well.Before making an offer our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer.We prioritize transparency and lack of surprise throughout the process.

For your awareness you will only receive correspondence from any other domain not ending not our Recruitment team.

VestwellsPrivacy Policy.Attention California residents: In the course of conducting our business and complying with federal state and local government regulations governing such matters as employment tax insurance etc. we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here:Vestwells California Privacy Rights Policy.