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Salary: USD 80,000 - 90,000 / annual
Vestwell is a fintech platform powering the savings economy, enabling over 790,000 businesses and 2.75 million active savers with $57 billion in assets across retirement, education, and healthcare savings products. The company serves financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers.
As Manager of Saver Services, you will lead a hybrid team of 12-15 onshore and offshore service associates providing front-line customer support via email, chat, and phone. You are responsible for maintaining exceptional service standards, coaching team members, and driving continuous improvement across the customer experience.
Key responsibilities include:
**Team Leadership & Performance Management:**
- Lead, mentor, and develop a team of 12-15 client service professionals
- Set performance expectations and track key metrics including 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 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 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 including product and operations 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
The role is based in either Austin or Scottsdale and operates on a hybrid in-office model. Vestwell offers comprehensive health benefits, generous time off, a dedicated Employee Wellbeing Committee, and a competitive 401(k) plan. The company has offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale.
**Requirements:**
- 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 skills—both verbal and written—with 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
