Manager, Saver Services

Vestwell • Austin, TX

3d • $80,000 - $90,000 • Hybrid

About The Position

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 350,000 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. Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com 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

• 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.

Responsibilities

• 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.
• 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.
• 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.

Benefits

• 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.
• Oh, and naturally we have a great 401(k) plan!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed