Manager, Saver Services

Vestwell•Austin, TX

16h•$80,000 - $90,000•Hybrid

About The Position

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.

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.
This role will be based in our Austin office, and will be part of Vestwell's hybrid in-office operation.

Responsibilities

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.