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Vestwell is a financial technology platform powering the savings economy, serving over 350,000 businesses and 2M active savers with $50B in assets across retirement, education, and healthcare savings. The Team Lead, Employer Services role is a people-management position responsible for leading a pod of Employer Services Associates while maintaining high-quality client service and operational excellence.
Key responsibilities include managing team performance, hiring, and development; overseeing client relationships with Plan Sponsors and advisors; handling escalated client issues with independent judgment; and collaborating cross-functionally with Product, Operations, and Client Success teams. The role balances direct people leadership with client-facing engagement, requiring the ability to gather data-driven insights, manage client expectations proactively, and ensure adherence to service level standards.
You will serve as the voice of the client internally, attending client calls to provide plan updates, troubleshooting complex problems, and implementing solutions autonomously. The position requires strong multitasking abilities to handle high-volume incoming inquiries, excellent communication and documentation skills, and proficiency with standard office tools (Excel, Google Sheets, Word, Adobe Acrobat).
Required qualifications include team mentality, strong time management, superior customer service commitment, attention to detail, and proficiency with numbers and basic calculations. Preferred experience includes fintech or retirement industry background, securities licenses (Series 6, 7, 63, 65, 66), retirement plan certifications (QKA, QKC), Six Sigma training, or prior roles in banking, financial services, payroll, or employee benefits.
