Team Lead of Employer Services, Vestwell

• This role requires independent judgment, discretion in decision-making, and significant influence over team hiring, performance, and development decisions
• 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

Desirable

• 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
• 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
• You will act as both a people manager and a client-facing leader, balancing team oversight with direct client engagement and operational excellence
• 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