Senior Associate, Service Knowledge Systems Lead

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

Were looking for a systems-minded operator who can own the feedback loop between our service channels and our knowledge ecosystem. Youll ensure our external help center agent knowledge and AI training content stay tightly aligned to our highest volume tickets channels and categories so both AI enabled automated and human agents resolve issues quickly and consistently. You will ultimately own the operational knowledge layer that powers both human and AI service resolution.

The ideal candidate thrives on bringing structure to complex operational are both detail oriented and execution-focused someone who can see the big picture while managing the day-to-day mechanics that move work forward. You will work within the operational rhythm and workflows leveraging the AI feedback to improve the performance identify and implement knowledge system improvements.

This role owns the operational feedback loop between service demand signals (tickets calls AI conversations) and the knowledge systems that power both automated and human issue resolution. This role reports to the Director of Business Operations.

What Will You Be Doing

As aSenior Associate Knowledge Systems & Management you will serve as an individual contributor responsible for driving operational initiatives from intake through implementation while continuously improving the systems and documentation that support our internal teams.

Your responsibilities will include but are not limited to:

• Build the infrastructure to monitor service channel trends and partner with the marketing team to create and optimize AI training content agent knowledge resources and customer facing support content.
• Ensure accurate knowledge is surfaced effectively within the agent workspace to support fast and accurate resolution of customer issues and utilized as part of automations that drive operational efficiency.
• Own the creation maintenance and governance of operational documentation including workflow guides and internal knowledge resources.
• Collaborate with Marketing when internal knowledge informs customer-facing content to ensure alignment between internal processes and external guidance.
• Identify and implement changes that improve agent productivity including increasing tickets resolved per day reducing average handle time and improving first-touch resolution rates. Ultimately youll be expected to set targets for some of the following operational KPIs and ensure they are achieved:
  • First Touch Resolution
  • AI Containment Rate
  • Agent Handle Time
  • Tickets per Agent per Day
  • Help Center Deflection Rate
• Continuously review AI-handled conversations agent interactions and operational signals to identify gaps in the knowledge corpus.
• Analyze the effectiveness of the knowledge ecosystem by comparing the content surfaced to customers with the types of issues appearing in service channels.
• Collaborate with marketing to refine external support content while maintaining ownership of the operational knowledge structure and accuracy.
• Partner with AI and Business Systems teams by providing operational input and recommendations based on knowledge system performance and service outcome goals.
• Partner with Service leadership to align content improvements with operational needs while maintaining clear ownership of execution decisions.
• Track progress identify risks and blockers and proactively escalate issues to ensure successful and timely delivery.
• Translate system updates process changes and technical concepts into clear actionable guidance for internal stakeholders.
• Support the BizOps team with operational changes to empower quick turnaround on the roadmap improvements

Requirements

The Necessities

• Ability to independently drive operational improvements from problem identification through implementation.
• Design and run small operational experiments to improve AI resolution rates agent workflows and knowledge effectiveness.
• Exceptional attention to detail and a commitment to operational accuracy.
• Excellent written and verbal communication skills particularly in cross-functional environments.
• Demonstrated experience (2 years preferred) in operations process improvement project coordination or a related function.
• Proven ability to bring structure to ambiguity and execute with minimal oversight.
• Highly organized proactive and solutions-oriented mindset.
• Experience working with a help center or knowledge base (e.g Zendesk Salesforce Confluence) or similar.
• Comfortable using ticket and channel data (exports dashboards or basic queries) to decide what to build or improve.
• Familiarity with customer support concepts and metrics (CSAT ASA handle time etc)

The Extras

• Experience in fintech financial services or a regulated operational environment.
• Familiarity with Jira Confluence Zendesk Asana AWS tools such as Connect or similar workflow and documentation tools.
• Experience writing customer facing help content
• Experience working in or alongside service centers.
• Hands on experience with AI support tools (chatbots virtual agents or similar)

This role will be based in either the New York City Austin King of Prussia or Phoenix office and will be part of Vestwells hybrid in-office operation.

The expected base salary range for this position is $70K - $85K 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.