Customer Success Manager

Summary

• $40,000 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 BeeKeeper 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. If you are driven by customer service excellence and can inject passion into retirement planning, this team could be for you!

In our BeeKeeper role, you will support our customers by answering various 401(k) and Individual Retirement Account (IRA) related questions, in a straightforward and jargon-free manner and managing their end-to-end journey with PensionBee. We prioritize our customers and their needs and we are dedicated to making their lives easier, therefore each of our customers has a named personal BeeKeeper. We are on hand via email, phone and live chat to ensure our customers receive quality service in a simple and transparent manner.

As a Customer Success Manager (BeeKeeper) you will be responsible for: 

• Supporting customers through the 401(k) / Individual Retirement Account (IRA) rollover process by managing the end-to-end journey for customers rolling over and consolidating their retirement accounts into a PensionBee IRA
• Responding to customer questions and concerns via live chat, email, and phone calls 
• Serving as the lead point of contact for all customer account management matters
• Building and maintaining strong customer relationships
• Following communication procedures, guidelines and policies
• Ensuring the timely and successful delivery of our solutions according to customer needs and objectives

Requirements

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

• Exceptional attention to detail
• Strong work ethic and a team-orientated spirit
• Good problem-solving skills
• Excellent written and verbal communication skills
• Clear written and spoken English 
• Ability to multitask, prioritize, and manage time effectively
• A confident, personable attitude
• Prior knowledge of the 401(k) / Individual Retirement Account market is advantageous, but not required as full training will be given

• Bonus: Prior customer service experience in financial services or other industries (not required; all levels of experience are welcome to apply!)

Benefits

• Salary: $40,000
• 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 opportunity 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.