Customer Support Manager

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.

What you get to do every day

• With passion and confidence, you will guide, inspire, and nurture a team of Support Specialists 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
• Be a role model to foster a culture of collaboration and accountability across your team
• Drive initiatives forward, managing internal and external stakeholders to keep our customers engaged, happy, and on-track
• Drive initiatives that will help reduce cost to serve, increase efficiencies, and increase CSAT while closely managing Gross Margin 
• Define and execute service best-practices across the team
• Manage escalations with urgency and accuracy, carefully managing complex issues to a full resolution
• Work cross-functionally with the implementation, enablement, operations, and account management teams to ensure customers issues are resolved successfully 
• Partner with product/program management teams to drive platform and process improvements
• Carefully manage team output against targets and ensure our customers receive accurate responses within our SLAs

What you bring to the role

• 3+ years of experience managing a team
• Proven success scaling support operations across multiple channels
• 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 programs, systems, and tools.
• Meticulous attention to detail.
• High care/low ego approach to your work.
• Bachelor’s degree or equivalent experience.
• Preferred: 2+ years of industry (401k) experience

Where you will work

• Our office in Lindon, Utah 
• In our office, 4 days per week, Monday-Thursday. Flexibility to work remotely on Friday.

Why you will love working at Human Interest

Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.

Join Human Interest and make a lasting impact by shaping the future of retirement.

Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. 

• Customer obsession: We're all about creating amazing experiences for our customers. We put their needs f