Specialist, service communications & enablement Job at Fin Capital (New York)

Job Description

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.

Job Responsibility

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

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

What we offer

Competitive health coverage
Generous vacation offering
Hybrid office policy
Great 401(k) plan

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Specialist, service communications & enablement

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