Senior Manager, Customer Success

Human Interest•Lindon, UT

7d•$95,000 - $115,000•Remote

About The Position

The Senior Manager of Customer Support at Human Interest plays a critical role in driving operational excellence and world-class service by leading a high-performing team of Support Managers. Reporting to the Director of Customer Support, this position combines strategic oversight with indirect leadership to execute our specialized support strategy, ensuring customers receive high-accuracy resolutions on our retirement savings platform. You will lead a multi-layered organization of associates and managers, focusing on specialized workstreams such as Money-In, Money-Out, and Account Support. Key responsibilities include coaching and mentoring your management tier to drive associate development, while maintaining our top-tier service metrics, including CSAT and Resolution Rates. The role emphasizes a proactive, data-driven approach to customer support, leveraging specialized "Subject Matter Expert" (SME) teams to reduce cognitive load and simplify the complexities of 401(k) administration. This position is perfect for an experienced leader of leaders who thrives in a fast-paced, scaling environment and is passionate about building the systems and people needed to help customers secure their financial futures. Non-standard business hours; Shift window is 7:00 am to 6:30 pm MT

Requirements

5+ years of experience leading and developing people leaders with a proven track record of managing large-scale support organizations (100+ headcount).
Expert-level experience resolving high-profile customer escalations and navigating complex regulatory issues with a focus on long-term resolution and brand protection.
Demonstrated success in architecting and refining support workflows,
Exceptional ability to navigate organizational resources and cross-functional partnerships to solve systemic issues without the need for direct oversight.
A deep passion for the customer experience and proven alignment with Human Interest’s core principles: Leading with Autonomy and Customer Obsession.
Elite organizational skills with the ability to manage competing priorities across multiple stakeholders while hitting aggressive department deadlines.
Ability to communicate with confidence, empathy, and professional authority across all channels (phone, email, and chat) and at all levels of the organization.
Proven ability to remain composed and empathetic in high-stress, high-volume environments, modeling resilient leadership for the broader team.
A relentless focus on quality and precision, ensuring all internal and external documentation is error-free and compliance-accurate.

Responsibilities

Lead and develop a multi-layered team of Support Managers, providing coaching, mentorship, and indirect leadership to ensure high associate engagement and professional growth.
Assist in developing and executing customer support strategies and specialized workflows to drive service excellence, resolution accuracy, and customer loyalty.
Monitor team performance against key support KPIs, including CSAT (Customer Satisfaction), Resolution Rates, Quality Assurance, SLA adherence, and more.
Conduct regular one-on-ones, leadership syncs, and performance reviews to ensure the management tier is effectively supporting their individual teams.
Serve as an escalation point for complex customer issues, navigating sensitive regulatory or technical situations with a "customer-first" resolution mindset.
Partner with Activation, Product, Operations, and Engineering to identify root causes of customer friction and advocate for product improvements that enhance the user experience.
Participate in strategic planning by providing insights on team capacity, contact volume trends, and process improvements to ensure the center is staffed for success.
Drive customer-centric success plans that align with customer objectives, ensuring every interaction reinforces the value of our retirement platform.
Oversee the creation and maintenance of team documentation, Standard Operating Procedures (SOPs), and specialized training materials for the Associate Playbook.
Other duties as needed

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
Fertility healthcare and family forming benefits
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.