Manager, Customer Support

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.

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

• Office in Lindon, Utah
• Hybrid, in office 3 days per week

 

Why you will love working at Human Interest

Mission - Highly collaborative startup dedicated to supporting employee engagement and growth. It’s an opportunity to help solve one of the biggest unsolved problems in America: saving for retirement.

Culture - Our operating principles define how we come together as a team to do our work. 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
• Long-term orientation
• Autonomous and accountable teams
• An escalating bar for talent and performance 
• Fundamental optimism 

Read more

Compensation - The on-target earnings (OTE) range target for the role seniority described in this job description is $80,000 - $99,000. Final offer amounts depend on multiple factors including candidate experience and expertise, compensation/equity mix, and market data. This position may also be eligible for additional incentives such as equity awards, short-term incentives, or sales compensation.

Benefits - 

• A great 401(k) plan: Our own! Our 401(k) includes 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
• Generous PTO and parental leave policies
• Lyra - Enhanced Mental Heath Support for Employees and dependents  
• Carrot - Fertility healthcare and family forming benefits
• Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; annual wellness stipend
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
• Fun online and regional events and celebrations and department and company offsit