Senior Associate, Service Knowledge Systems Lead

Vestwell•Austin, NY

1d•$70,000 - $85,000•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? We’re looking for a systems-minded operator who can own the feedback loop between our service channels and our knowledge ecosystem. You’ll 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 challenges.You 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.

Requirements

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)

Nice To Haves

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)

Responsibilities

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, you’ll 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

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.
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!

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