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. To learn more, visit vestwell.com Who Are We Looking For? 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. What Will You Be Doing? As a Team Lead, Employer Services, you will serve as a strategic, leader responsible for managing a team of Employer Services Associates while ensuring high-quality service for clients. This role requires independent judgment, discretion in decision-making, and significant influence over team hiring, performance, and development decisions. You will act as both a people manager and a client-facing leader, balancing team oversight with direct client engagement and operational excellence. Your responsibilities will include, but are not limited to: • Team Management & Leadership: Lead a pod of Employer Services team members, providing guidance, mentorship, coaching, and performance management. • Hiring & Employment Decisions: Make recommendations or decisions regarding hiring, promotions, terminations, or other employment status changes, exercising sound judgment and independent discretion. • Client Relationship Oversight: 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. • Expectation & Issue Management: Proactively manage client expectations to prevent disconnects in process or timing, and handle escalated client issues with independent judgment. • Cross-Functional Collaboration: 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. • Data-Driven Insights: Gather, analyze, and present information to inform operational improvements and client service strategies. • Operational Oversight: Lead or attend client calls to provide plan status updates, track issue remediation, and ensure timely, high-quality service delivery. • Communication & Documentation: 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. • Service Standards & Escalation: 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 sponsor 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 is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a 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 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. The expected base salary range for this position is $65K - $75K base. 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. OUR BENEFITS We’re an innovative, high-growth company with an exciting future ahead. At Vestwell, we prioritize employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee. 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. OUR PROCESS Our interview process starts the same for every candidate with 1-2 introductory conversations to learn more about your background, interests, and what you're looking for, while also giving you the opportunity to learn more about Vestwell and the team. 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. Before extending an offer, we complete a reference check with a current or former manager and a peer. Throughout the process, we prioritize transparency, clear communication, and minimizing surprises. For your awareness you will only receive correspondence from recruiting@vestwell.com any other domain not ending in Vestwell.com is not our Recruitment team. 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. Should you accept employment with Vestwell you may view our California Privacy Rights Act here: Vestwell’s California Privacy Rights Policy.