Saver Services Lead — Hybrid & Client Experience

VestweII; Scottsdale (AZ); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Hybrid in-office model

Generous time off

Job summary

Vestwell, a New York City-based fintech with a hybrid in-office model, is seeking a Manager, Saver Services to lead a team of 12-15 client service professionals in Austin or Scottsdale. You will coach, set performance expectations, and drive improvements in response times, QA, and client satisfaction.

You will collaborate with product and operations, manage inquiries across email, chat, and phone, and oversee plan documents and distribution requests.

Qualifications

• 3+ years in customer service or operations with 1-2 years in a leadership role.
• Strong verbal and written communication; ability to coach others.
• Proven track record leading high-performing teams in a fast-paced environment.
• Experience with helpdesk/CRM platforms such as Zendesk or Jira is a plus.

Responsibilities

• Lead, mentor, and develop a team of 12-15 client service professionals.
• Set performance expectations and track metrics like response times and client satisfaction.
• Conduct regular 1:1s, team meetings, and performance reviews.
• Oversee inquiries via email, chat, and phone and manage service tasks.
• Collaborate with product and operations to improve workflows and processes.

Skills

Team leadership

Customer service

Communication skills

Problem solving

Tools

Zendesk

Jira

Job description

Vestwell, a New York City-based fintech with a hybrid in-office model, is seeking a Manager, Saver Services to lead a team of 12-15 client service professionals in Austin or Scottsdale. You will coach, set performance expectations, and drive improvements in response times, QA, and client satisfaction.

You will collaborate with product and operations, manage inquiries across email, chat, and phone, and oversee plan documents and distribution requests.