Manager, Customer Support

Human Interest•Lindon, UT

3d•Hybrid

About The Position

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings. We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more. About the role As a Customer Success Support Manager at Human Interest, you are responsible for the performance of the team that is the frontline face of the company. On a daily basis, you demonstrate your passion for helping customers maximize our retirement savings platform. You love to solve problems and are energized by challenges and the reward that comes with solving them. You leverage strong coaching expertise and 401(k) knowledge to drive team strategy in a way that maximizes 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
Experience within a high volume and startup call centers a big plus
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

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 with 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
Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
Enhanced Mental Health Support for Employees and dependents (Lyra)
Fertility healthcare and family forming benefits (Carrot)
Student loan resource to help you and your family plan, borrow, and repay student debt (Candidly)
Monthly work-from-home stipend
Quarterly lifestyle stipend
Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.