Head of Customer Support Operations

Human Interest Inc.; Lindon (UT); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

401(k) match

Health, dental & vision insurance

Parental leave

Wellness benefits

Monthly work-from-home stipend

Job summary

Human Interest is seeking a Senior Manager of Customer Support to lead a multi-layered team delivering world-class service on our retirement platform. You will coach Support Managers, shape service strategy, and maintain top-tier metrics while working with cross-functional partners to resolve complex issues.

The role emphasizes data-driven leadership, two-way communication, and scalable processes in a fast-growing fintech environment.

Qualifications

• 5+ years of experience leading and developing people leaders (100+ headcount)
• Experience resolving high-profile customer escalations with a regulatory focus
• Experience architecting and refining support workflows
• Ability to navigate cross-functional partnerships and drive systemic solutions
• Demonstrated customer-obsessed, autonomy-driven leadership style
• Strong communication skills across phone, email, and chat channels
• Proven ability to manage multiple priorities and meet deadlines

Responsibilities

• Lead and develop a multi-layered team of Support Managers
• Develop and execute customer support strategies and specialized workflows
• Monitor KPIs like CSAT, Resolution Rates, QA, and SLA adherence
• Conduct regular leadership syncs and performance reviews
• Serve as escalation point for complex issues with a customer-first mindset
• Collaborate with Activation, Product, Operations, and Engineering to improve the product
• Plan capacity and trends to keep the center staffed for success
• Drive customer-centric success plans aligned with client objectives
• Oversee creation and maintenance of SOPs and training materials
• Assume other duties as needed

Skills

Strategic leadership

Conflict resolution

Operational excellence

Autonomous problem solving

Values-driven leadership

Multitasking & stakeholder management

Executive communication

Composure under pressure

Attention to detail

Job description

Human Interest is seeking a Senior Manager of Customer Support to lead a multi-layered team delivering world-class service on our retirement platform. You will coach Support Managers, shape service strategy, and maintain top-tier metrics while working with cross-functional partners to resolve complex issues.

The role emphasizes data-driven leadership, two-way communication, and scalable processes in a fast-growing fintech environment.