Specialist, Service Communications & Enablement

Who Are We Looking For?

Vestwell is expanding and we’re excited about adding a Service Communications & Enablement Specialist to our Service & Operations organization, supporting all post‑sales operational and service teams.

We’re looking for someone who can take complex product and operational information and make it clear, concise, and actionable for both external audiences and internal service teams. This role is accountable for the accuracy, clarity, and operational correctness of all service-led communications once a plan exits the sales cycle, ensuring that messaging reflects how the platform and service model actually operate in practice. You’re equally comfortable writing for plan sponsors, advisors, savers, and payroll partners as you are creating internal FAQs, talk tracks, and enablement materials for front-line teams.

You’re a strong cross-functional collaborator who works closely with Product, Legal/Compliance, Marketing, and Operations to own the translation of operational reality—including product behavior, service constraints, and exception handling—into clear internal and external communications. You have a sharp eye for detail, a bias for clarity over jargon, and a commitment to delivering accurate, usable information that supports a strong service experience.

What Will You Be Doing?

Day-to-day you will be expected to:

• Serve as a central content owner for Service & Operations, responsible for drafting clear, audience‑appropriate communications once plans are out of the sales cycle and into onboarding, implementation, and ongoing service.
• Translate complex product, operational, and regulatory updates into digestible communications for different external personas (e.g., plan sponsors, advisors, savers), ensuring tone and detail level are appropriate for each group.
• Partner closely with Employer Service, Saver Service, Payroll Operations/Implementations, Investment Operations, and other operational teams to identify content gaps and proactively develop materials that reduce confusion, repeat questions, and escalations.
• Work with subject matter experts and stakeholders (e.g., Product, Legal/Compliance, Marketing, Relationship Management) to gather inputs and turn them into polished communications, managing feedback loops and approvals end‑to‑end.
• Draft and maintain FAQs, talking points, and call/email/chat talk tracks for front‑line service teams to ensure consistent, accurate messaging across channels.
• Create and update internal reference materials (knowledge base articles, one‑pagers, decision trees, process overviews) to support operational readiness for new launches, changes, and initiatives.
• Develop communication templates and playbooks that can be reused by service teams (e.g., standard responses, outreach templates, campaign language), balancing consistency with flexibility.
• Manage content calendars and timelines for upcoming releases, product changes, and seasonal initiatives, ensuring impacted service teams and clients are informed at the right time.
• Own and execute distribution operations for outbound communications, including pulling and validating send lists, managing whitelabel and branding requirements across partners, configuring and scheduling sends in HubSpot, and ensuring data integrity across systems.
• Ensure all client-facing content aligns with Vestwell’s brand, tone, and compliance standards, in partnership with Marketing and Legal/Compliance, while prioritizing operational accuracy and service readiness..
• Partner with operations leadership to measure the impact of content (e.g., reduction in ticket volume on a topic, improved first‑contact resolution, fewer escalations) and iterate based on feedback and performance.
• Maintain an organized, easily searchable content library so service teams can quickly find the most current versions of communications, FAQs, and talk tracks.
• Uphold Vestwell’s commitment to excellent client experience by making information accessible, accurate, and easy to understand for every audience we support.

Requirements

The Necessities:

• 2-3 years of experience in retirement, fintech, or financial services
• 3–5 years of experience in a content, communications, enablement, or knowledge management role, ideally supporting service, operations, or customer success teams
• Demonstrated ability to translate complex concepts into clear, plain‑language content tailored to different audiences
• Strong written and verbal communication skills, with meticulous attention to detail, grammar, and tone
• Experience partnering with cross‑functional stakeholders and driving content through structured review and approval processes (including legal/compliance where required)
• Proven ability to manage multiple projects, deadlines, and stakeholders simultaneously in a fast‑paced environment
• Comfort working with productivity and collaboration tools, including Google Docs/Sheets/Slides, Slack, and Zendesk or similar ticketing/knowledge base platforms
• Strong organizational skills with a demonstrated ability to maintain and govern content libraries, version control, and documentation standards
• Positive and proactive attitude, with a team mentality and a strong commitment to superior internal and external customer service
• Experience with HubSpot

The expected base salary range for this position is $70K - $80K 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.

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