Team Lead, Employer Services

Vestwell is the financial technology company powering the new savings economy. Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states. Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers.

About the role

We are seeking an energetic and reliable professional to join our team as an Employer Services Team Lead. Successful candidates will be responsible for working directly with our Plan Sponsors by answering incoming emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. Our mission-driven Team Leads support associates, who are often the first point of contact for customers, so we are interested in hiring individuals with a passion to provide memorable client experiences with the ability to make quick and accurate decisions.

As the Team Lead of Employer Services at Vestwell, you are a dynamic individual who will work cross-functionally across teams in order to communicate and facilitate resolutions for any client satisfaction issues. Those who work tirelessly through the lens of hospitality and customer service jump to the front of the line.

Responsibilities

• Lead a pod of Employer Services team members, providing guidance, mentorship, coaching, and performance management.
• Make recommendations or decisions regarding hiring, promotions, terminations, or other employment status changes, exercising sound judgment and independent discretion.
• Partner with your team and cross-functionally with Client Success Managers to manage advisors and sponsors, ensuring client servicing needs are met and administration issues are resolved.
• Proactively manage client expectations to prevent disconnects in process or timing, and handle escalated client issues with independent judgment.
• Act as the voice of the client with internal teams, collaborating with Product, Operations, and other functions to resolve issues, share insights, and improve the platform and service roadmap.
• Gather, analyze, and present information to inform operational improvements and client service strategies.
• Lead or attend client calls to provide plan status updates, track issue remediation, and ensure timely, high-quality service delivery.
• Serve as a knowledgeable point of contact for inquiries, communicate with clarity and empathy, create and manage service tickets, and maintain accurate documentation within internal systems.
• Ensure team adherence to client-facing and internal Service Level expectations, handle complaints, troubleshoot complex problems, and implement solutions with autonomy.

Requirements

The Necessities:

• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
• Develop and maintain a strong business partnership with Plan sponsors and vendors
• Strong time management skills to ensure the timeliness of all proactive and reactive communications
• Strong commitment to superior customer service
• Positive and proactive attitude
• Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories (paperless office)
• Excellent attention to detail and accuracy, proficient with numbers and basic calculations

The Extras:

• Fintech or Retirement industry experience
• Series 6, 7, 63, 65, 66
• QKA, QKC
• Six Sigma
• Previous experience from Banking, Financial Services, Payroll, Employee Benefits

Pay

The expected base salary range for this position is $65,000 - $75,000. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

Benefits

• Comprehensive health benefits
• Generous time off
• Dedicated Employee Wellbeing Committee
• Hybrid work model with access to collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale
• Competitive 401(k) plan

Schedule

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.