Head of Customer Service and Experience

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 790,000 businesses and more than 2.75 million active savers, with over $57 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. 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.
Team Leadership & Performance Management: 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.
Service Delivery & Client Experience: 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.
Process Improvement & Collaboration: Analyze trends in client inquiries to identify areas for service and product improvement.
Collaborate with internal teams to refine workflows and optimize service processes.
Requirements The Necessities 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.
Experience with helpdesk and CRM platforms (e.g., Zendesk, Jira) is a plus.
This role will be based in either the Austin or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.
This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Full-Time Employee Benefits We're an innovative, high-growth company with an exciting future ahead. Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale. And, of course, as a company focused on helping people save for the future, we offer a competitive 401(k) plan.
From there, the process varies by role but typically includes a skills or experience-based assessment, such as a coding interview, portfolio review, or deeper discussion of your relevant experience. Successful candidates then move on to a virtual or in-person interview panel. Vestwell's Privacy Policy. Attention California residents: In the course of conducting our business and complying with federal, state, and local government regulations governing such matters as employment, tax, insurance, etc., we must collect Personal Information from you. Vestwell's California Privacy Rights Policy.

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