Manager, Customer Support

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. 

What you get to do every day

• With passion and confidence, you will 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

What you bring to the role

• 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