Saver Services 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

• 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
• Lead, mentor, and develop a team of 12-15 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
• 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
• 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

Benefits

• Competitive health coverage
• A dedicated Employee Wellbeing Committee
• Generous vacation, safe/sick time, and leave policies
• Strong focus on learning & development
• Hybrid work environment
• A great 401(k) plan!

• Strong communication skills - both verbal and written, with the ability to coach others in effective client interactions
• Ability to adapt to a rapidly evolving business environment and drive positive change
• Experience with helpdesk and CRM platforms (e.g., Zendesk, Jira) is a plus
• 3+ years of experience in customer service, client support, or operations, with at least 1-2 years in a leadership or management role
• Strong problem-solving skills with the ability to analyze data and drive informed decisions
• Proven track record of leading high-performing teams in a fast-paced, client-facing environment