Customer Support Specialist

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

Nearly 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 tech company changing the retirement industry. We’ve raised $500M and are backed by leading investors. Most recently, by funding from BlackRock as well as many other top investors: TPG (The Rise Fund) with SoftBank led our Series D, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and others.

As a Customer Support Specialist at Human Interest, you are 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. Customer Support Specialists benefit from a developed and defined customer support career ladder which includes opportunities to grow into other roles within the organization.

What you get to do every day

• Manage a steady volume of inbound customer inquiries, primarily through email and phone conversations, and chat and SMS in the near future
• Work cross-functionally with internal and external partners to solve customer issues
• Service a geographically diverse customer base
• Provide best in class customer service
• Work in a fast-paced evolving startup environment 
• Manage caseload and follow up with customers as required
• Help other areas of the organization when needed
• Manage performance to company set standards and adhere to a workforce management schedule

What you bring to the role

• 1+ years of experience in a customer facing role - i.e. customer support or account management/call center experience, preferred but not required, or commensurate college experience
• Passion for serving customers
• Strong organizational skills; you are able to juggle multiple tasks with varying deadlines and stakeholders without dropping the ball
• Ability to communicate with confidence, professionalism and empathy over the phone and through email
• You remain composed in high-stress situations and convey empathy for our customers 
• Meticulous attention to detail - rarely making typos and noticing discrepancies

Where you will work

• Our new office in Lindon, Utah
• Hybrid, in office 3 days per week

How you can grow your career at Human Interest

The Customer Support Specialist (CSS) role at Human Interest is an excellent entry point for someone looking to start or change their career. We do not require CSS I candidates to have 401(k) experience. Instead, we hire and train individuals who demonstrate a passion for customer success and an eagerness to learn. 

Through ongoing training and upskilling, employees have the opportunity to progress through five steps of the CSS role. While each employee's trajectory is individualized, someone can easily progress through each step in an average of 3-4 months. Each new step brings with it increasing responsibility, a better understanding of 401(k) and our product, as well as a pay increase. After completing all five steps, Customer Support Specialists may be considered for more advanced roles such as account manager or enablement manager.

 

Why you will love working at Human Interest

Mission - Highly collaborative startup dedicated to supporting emp