Employer Services Team Lead | Client Success & Ops

Vestwell; Scottsdale (AZ); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Generous time off

Hybrid work model

401(k) plan

New hire equity

Job summary

Vestwell is seeking an energetic Employer Services Team Lead to guide a team serving plan sponsors. You will answer inquiries, resolve issues using policy, and escalate when needed, while collaborating across Product and Operations to improve the platform and client experience.

The role emphasizes hospitality, data-driven decisions, and proactive service delivery in a hybrid work model with offices in NYC, Austin, King of Prussia, and Scottsdale.

Qualifications

• Strong team management and multitasking in high-volume inquiries.
• Develop and maintain partnerships with plan sponsors and vendors.
• Excellent time management for timely communications.
• Commitment to superior customer service.
• Positive and proactive attitude.
• Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories.
• Attention to detail and accuracy; comfortable with numbers.

Responsibilities

• Lead a pod of Employer Services team members with guidance, mentorship, coaching, and performance management.
• Make recommendations on hiring, promotions, terminations, or other employment status changes.
• Partner with Client Success Managers to manage advisors and sponsors; resolve administration issues.
• Proactively manage client expectations and handle escalated issues with independent judgment.
• Collaborate with Product, Operations, and other teams to improve platform and service roadmap.
• Gather, analyze, and present information to inform operational improvements.
• Lead or attend client calls to provide plan status updates and ensure timely service.
• Create and manage service tickets; maintain documentation within internal systems.
• Ensure adherence to service levels and implement solutions with autonomy.

Skills

Team leadership

Hiring decisions

Client relationship management

Cross-functional collaboration

Data-driven insights

Operational oversight

Communication & documentation

Service standards & escalation

Tools

Excel/Google Sheets

Word/Google Docs

Adobe Acrobat

Browsing network directories

Job description

Vestwell is seeking an energetic Employer Services Team Lead to guide a team serving plan sponsors. You will answer inquiries, resolve issues using policy, and escalate when needed, while collaborating across Product and Operations to improve the platform and client experience.

The role emphasizes hospitality, data-driven decisions, and proactive service delivery in a hybrid work model with offices in NYC, Austin, King of Prussia, and Scottsdale.