Customer Success Team Leader

Summary

• $60,000 starting salary and generous benefits package
• Target start date: July 15, 2024
• Employment type: Full time
• Location: Financial District, New York City
• In office work requirement: 5 days a week in office 

Overview of PensionBee

PensionBee is a leading online pension provider, making retirement saving straightforward and accessible for as many people as possible. 

PensionBee helps its customers to consolidate old retirement savings accounts, enabling them to easily rollover existing 401(k) plans into a new Individual Retirement Account (IRA). PensionBee’s IRA is accessible from our website or mobile app. Customers will receive visibility of their retirement savings and access to our customized retirement planning tools, enabling them to grow their savings and ultimately prepare for retirement confidently.  

Operating in the United Kingdom since 2014, PensionBee administers over $6 billion on behalf of 240,000 customers. PensionBee will now extend its award-winning marketing and technology approach to the United States, seeking to rapidly grow its customer base from its operational headquarters in New York City. 

The Customer Success Team Leader Role

PensionBee is launching in the US, and we’re building out a customer success team that goes above and beyond to ensure customers feel supported and experience a seamless transition to PensionBee. The scope for the role will evolve alongside customer needs and business priorities.

In our Customer Success Team Leader role, you will support and manage our Customer Success Managers (also known as BeeKeepers) and Provider Administrators (also known as Nectar Collectors). You will also work closely with VP Operations to help develop structures and processes to improve the customer success team’s overall efficiency.

As a Customer Success Team Leader you will be responsible for: 

• Management of BeeKeepers & Nectar Collectors
• Conducting biweekly 1:1 feedback sessions, hosting Hive meetings, running stand-ups and providing support on difficult customer issues before escalation 
• Establishing and monitoring key performance targets and distributing workload within the team
• Helping shape internal processes & team structure to improve the overall management of the team
• Hiring and Training
• Interviewing candidates for new roles, reviewing assessments, and supporting insight sessions
• Leading training sessions, refreshers, and workshops and developing “how-to” documents and cheat sheets
• Account Management and Operations Support 
• Administering complex account requests and complaints (e.g. death-benefits, divorce allocation, etc.)
• Collaborating with providers to shape our processes and improve transfer time
• Attending brainstorming sessions and identifying and implementing process improvements to streamline operations and enhance productivity 
• Additional tasks that may not be specific to the team you manage

Requirements

The successful candidate will have an appropriate combination of the following:

• Required: Robust knowledge of 401(K) and Individual Retirement Accounts (IRAs) products
• 1-3 years of customer service/success experience
• Exceptional attention to detail and ability to work independently
• Strong work ethic and a team-orientated spirit
• Good problem-solving and conflict-resolution skills
• Excellent written and verbal communication skills
• Clear written and spoken English 
• A confident, personable attitude
• Bonus: Prior experience as a supervisor/team leader
• Bonus: Experience with Service Cloud

Benefits

• Salary: $60,000
• Bonus participation, including equity, is available to all employees
• 33 days of paid time off, including relevant Federal Holidays
• Separate paid sick leave policy 
• 401(k) access with 3% match and immediate vesting
• 100% paid health, dental, vision, and life insurance for employee, as well as long-term disability
• Access to a number of other wellness perks and policies

Our culture 

We actively seek individuals who thrive in our culture. 

Our team is inspired by our vision of a world where everyone can enjoy a happy retirement.  

We relentlessly pursue our mission to help as many people as possible feel confident in their retirement plans. 

We pride ourselves on our culture and live by our values: 

• Love: Act with care, empathy and respect.
• Innovation: Lead with vision, embrace change and create positive impact.
• Simplicity: Provide clarity in a world of complexity.
• Honesty: Communicate openly, be authentic and act with integrity.
• Quality: Strive for excellence through accuracy, reliability and teamwork.

PensionBee values diversity and actively strives to create an inclusive workplace, seeking to build a team that reflects our customer base and the broader society. 

How to apply

If you wish to apply for this role, please provide the following by Friday, June 21, 2024: 

• Resume

• Cover letter
• Answer the following question: In 3-5 sentences, what are you great at and what makes you excited about a role at PensionBee?

Due to the large volume of applications we receive, we may not be able to get back to all candidates. 

Additional information

As a financial institution, PensionBee will conduct appropriate background checks on the successful candidate prior to the start date.

At PensionBee, we are committed to equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.