Director of Customer Success & Strategy

Human Interest; Lindon (UT); Hybrid; USD 130,000 - 165,000; Full time

Benefits offered by this job

401(k) plan with employer match up to

Health insurance

Parental leave

Paid time off

Job summary

Human Interest is a fast-growing fintech company in Lindon, Utah, seeking a Director of Customer Support to architect and scale our support operations. You will lead a high-performing team, partner with Product and Sales, and drive initiatives to improve CSAT and reduce handle times while delivering exceptional customer experiences.

The role emphasizes strategic planning, cross-functional collaboration, and data-driven management as we grow our support function to match business expansion.

Qualifications

• 7+ years leading customer-facing teams, with 5+ years in call center leadership.
• Proven track record of driving operational efficiency and CSAT in high-volume support.
• Experience building and scaling teams through rapid growth.
• Experience implementing systems to track satisfaction and metrics.
• Strong communication and leadership with internal stakeholders.
• Data-driven decision making and performance management.

Responsibilities

• Direct a high-performing customer support team to drive resolution efficiency and CSAT.
• Lead senior customer support managers overseeing multiple teams and call center operations.
• Develop and implement strategic support frameworks with KPIs and playbooks.
• Create scalable processes to improve first-call resolution while preserving customer experiences.
• Partner with Product, Onboarding, Operations, and Sales to ensure seamless journeys.
• Implement data-driven tracking of metrics and proactive improvement strategies.
• Oversee selection and implementation of call center technologies.

Skills

Customer leadership

Call center leadership

Operational efficiency

Strategy development

Data-driven decisions

Budget management

Omnichannel support

Team coaching

Tools

Zendesk

Salesforce Service Cloud

Job description

Human Interest is a fast-growing fintech company in Lindon, Utah, seeking a Director of Customer Support to architect and scale our support operations. You will lead a high-performing team, partner with Product and Sales, and drive initiatives to improve CSAT and reduce handle times while delivering exceptional customer experiences.

The role emphasizes strategic planning, cross-functional collaboration, and data-driven management as we grow our support function to match business expansion.