Manager, Customer Support

Human Interest • Lindon, UT

10h • Hybrid

About The Position

Human Interest is a high-growth fintech company dedicated to making retirement benefits accessible and affordable for small and medium-sized businesses, addressing the challenge that many working Americans are not saving enough for their future. The company is backed by significant investors including Marshall Wace, Baillie Gifford, BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, and Uncork. As a Customer Success Support Manager, you will lead the frontline team responsible for helping customers maximize the retirement savings platform. This role requires a passion for problem-solving, strong coaching expertise, and 401(k) knowledge to drive team strategy and enhance the overall customer experience.

Requirements

• 3+ years of experience managing a team
• 2+ years of industry (401k) experience
• Proven success scaling support operations across multiple channels
• Comfortable being dynamic and adapting to a constantly evolving environment
• Passion for developing and mentoring your team(s)
• Love for process. You’re constantly on the lookout for inefficiencies that can be improved upon
• Self-driven with a joy for learning new subject matter, programs, systems, and tools.
• Meticulous attention to detail.
• High care/low ego approach to your work
• Bachelor’s degree or equivalent experience

Nice To Haves

• Experience within a high volume and startup call centers a big plus

Responsibilities

• Guide, inspire, and develop a team of Customer Success Support Associates who are Customer Obsessed
• Act as a force multiplier for the team by creating an environment which supports constant improvement and development, and where targets are consistently met or exceeded
• Coach, performance manage and develop direct reports
• Be a role model to foster a culture of collaboration, accountability and strategic thinking across your team
• Drive initiatives forward, managing internal and external stakeholders to ensure that we can consistently meet all of the needs of our customers
• Drive initiatives that elevate the customer experience and increase operational efficiency
• Define, execute and enforce best-practices across the team
• Manage escalations with urgency and accuracy, carefully managing complex issues to a full resolution
• Work cross-functionally with the Enablement, Operations, and Plan Administration teams to ensure customer issues are resolved successfully
• Partner with Product/Program Management teams to drive platform and process improvements
• Leverage domain expertise and strong coaching skills to develop a team of associates that consistently deliver world class service to our customers

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees