Client Success & Service Delivery Manager

Vestwell; Scottsdale (AZ); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health coverage

Wellbeing committee

Generous leave policy

Learning & development

Hybrid work environment

401(k) plan

Job summary

Vestwell is seeking a Manager, Saver Services to lead a hybrid team of onshore and offshore service professionals delivering front-line support to clients via email, chat, and phone. You will coach the team, set performance expectations, and partner with product and operations to improve service delivery.

You will oversee the processing of plan documents, inquiries, and quality controls while driving initiatives to shorten response times and boost client satisfaction in a fast-paced environment.

Qualifications

• 3+ years in customer service, client support, or operations, with leadership experience.
• Ability to coach and develop a team.
• Experience with helpdesk/CRM platforms (Zendesk, Jira) is a plus.

Responsibilities

• Lead a hybrid team of 12-15 client service professionals.
• Set performance expectations and track metrics (response times, QA, client satisfaction).
• Conduct 1:1s, team meetings, and performance reviews.

Skills

Strong communication

Coaching & mentoring

Leadership

Customer focus

Data analysis

Tools

Zendesk

Jira

Job description

Vestwell is seeking a Manager, Saver Services to lead a hybrid team of onshore and offshore service professionals delivering front-line support to clients via email, chat, and phone. You will coach the team, set performance expectations, and partner with product and operations to improve service delivery.

You will oversee the processing of plan documents, inquiries, and quality controls while driving initiatives to shorten response times and boost client satisfaction in a fast-paced environment.