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Vestwell · 2 days ago

Specialist, Service Communications & Enablement

Austin, TX

Full-time

Hybrid

Mid Level

$70K/yr - $80K/yr

3+ years exp

Vestwell is a financial technology company redefining savings for retirement, education, and healthcare. They are looking for a Service Communications & Enablement Specialist to support post-sales operational and service teams by creating clear, actionable communications for various audiences while collaborating with cross-functional teams to improve service experience.

Employee BenefitsFinanceFinancial ServicesFinTechRetirement

Comp. & Benefits

Responsibilities

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

Qualification

Content creationCross-functional collaborationCommunication skillsKnowledge managementHubSpotProject managementCustomer serviceProductivity toolsAttention to detailPositive attitudeTeam mentalityOrganizational skills

Required

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