Human Interest

Senior Manager, Customer Support

Lindon, Utah · Senior

Sponsorship not specified$95k-$115kDetected 14 days ago

Stakeholder ManagementPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoringOrganizational Skills

About the role

Non-standard business hours; Shift window is 7:00 am to 6:30 pm MT
Operating with a solution-oriented approach, they empower customers to navigate the complexities of 401(k) administration with ease while driving satisfaction and trust through every interaction.
The team prides itself on simplifying intricate regulatory frameworks into clear, actionable guidance and delivering high-accuracy resolutions to our diverse customer base.

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.
Partner with Activation, Product, Operations, and Engineering to identify root causes of customer friction and advocate for product improvements that enhance the user experience.
Demonstrated success in architecting and refining support workflows,
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.
You will lead a multi-layered organization of associates and managers, focusing on specialized workstreams such as Money-In, Money-Out, and Account Support.
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.
Leadership & Development: Lead and develop a multi-layered team of Support Managers, providing coaching, mentorship, and indirect leadership to ensure high associate engagement and professional growth.

Requirements

5+ years of experience leading and developing people leaders with a proven track record of managing large-scale support organizations (100+ headcount).
Exceptional ability to navigate organizational resources and cross-functional partnerships to solve systemic issues without the need for direct oversight.
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.
Strategic Leadership: 5+ years of experience leading and developing people leaders with a proven track record of managing large-scale support organizations (100+ headcount).

Compensation

At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position.
We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $95,000 - $115,000 annually and represents the minimum in our lowest geographic region to a maximum in our highest geographic region.
The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience.
At Human Interest, base salary is one component of the overall total rewards package.
Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered.
In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

Benefits

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.
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.
Drive customer-centric success plans that align with customer objectives, ensuring every interaction reinforces the value of our retirement platform.
Human Interest is tackling one of our country's biggest challenges - closing the retirement gap.

Company info

As the primary advocates for our customers, this team of technical experts and problem-solvers ensures that every employer and employee receives unmatched support on our retirement platform.
As we continue to scale, we're looking for a strategic leader who can champion our service-first model while implementing the systems and processes needed to maintain operational excellence during this period of ambitious growth.
What you get to do every day
We're all about creating amazing experiences for our customers.
We put their needs first and go the extra mile to make them smile.
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.
We are backed by a number of investors.

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