Manager, Customer Success Support

Humaninterest; Lindon (UT); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

401(k) with employer match

Comprehensive health, dental, and vision insurance

Competitive time off

Financial wellness resources

Employee mental health support

Work-from-home stipend

Team-building experiences

Job summary

Human Interest is seeking a Customer Success Support Manager to lead a team focused on enhancing the customer experience in retirement savings. Located in Lindon, Utah, the role offers a blend of in-office and remote work.

The ideal candidate will bring over 3 years of team management experience and a passion for customer service. Strong coaching skills and the ability to improve processes are essential. Comprehensive benefits and a competitive salary range of $65,000-$70,000 are offered.

Qualifications

• 3+ years of experience managing a team.
• 2+ years of industry (401k) experience.
• Proven success scaling support operations across multiple channels.

Responsibilities

• Guide and develop a team of Customer Success Support Associates.
• Manage escalations with urgency and accuracy.
• Work cross-functionally with various teams to resolve customer issues.

Skills

Team Management

Customer Obsession

Coaching

Problem Solving

Process Improvement

Education

Bachelor’s degree or equivalent experience

Job description

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.

About the role

As a Customer Success Support Manager at Human Interest, you are responsible for the performance of the team that is the frontline face of the company. On a daily basis, you demonstrate your passion for helping customers maximize our retirement savings platform. You love to solve problems and are energized by challenges and the reward that comes with solving them. You leverage strong coaching expertise and 401(k) knowledge to drive team strategy in a way that maximizes the overall customer experience.

What you get to do every day

• With passion and confidence, you will guide, inspire, and develop a team of Customer Success Support Associates 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
• Coach, performance manage and develop direct reports
• Be a role model to foster a culture of collaboration, accountability and strategic thinking across your team
• Drive initiatives forward, managing internal and external stakeholders to ensure that we can consistently meet all of the needs of our customers
• Drive initiatives that elevate the customer experience and increase operational efficiency
• Define, execute and enforce best-practices across the team
• Manage escalations with urgency and accuracy, carefully managing complex issues to a full resolution
• Work cross-functionally with the Enablement, Operations, and Plan Administration teams to ensure customer issues are resolved successfully
• Partner with Product/Program Management teams to drive platform and process improvements
• Leverage domain expertise and strong coaching skills to develop a team of associates that consistently deliver world class service to our customers

What you bring to the role

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

Where you will work

• Located in our Lindon, Utah office (Monday-Thursday) with the flexibility to work remotely on Fridays
• Standard Monday-Friday work schedule with no weekends or evenings

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 $65,000-$70,000 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. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

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
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health 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; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement. If you need a reasonable accommodation at any point in the process, please let us know at [e-mail].

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.