Senior Manager, Customer Support — Hybrid Fintech Leader

Human Interest; Lindon (UT); Hybrid; USD 95,000 - 115,000; Full time

Benefits offered by this job

401(k) match

Health plans

Parental leave

Work-from-home stipend

Quarterly lifestyle stipend

Team offsites

Job summary

Human Interest in Lindon, Utah, seeks a Senior Manager of Customer Support to lead a multi-layered team of Support Managers and drive world-class service on our retirement savings platform. You will coach the management tier, implement strategic support workflows, monitor KPIs like CSAT and Resolution Rates, and partner with Activation, Product, and Engineering to reduce friction.

This role suits an experienced leader of leaders in a fast-growing fintech with autonomy and a strong

Qualifications

• 5+ years of experience leading and developing people leaders.
• Expert-level experience resolving high-profile escalations.
• Operational excellence in architecting and refining support workflows.
• Autonomous problem solving across cross-functional partnerships.
• Values-driven leadership aligned with company principles: autonomy and customer obsession.
• Multitasking and stakeholder management across multiple priorities.
• Executive communication across channels and levels.
• Calm, composed leadership under high-stress, high-volume conditions.
• Attention to detail ensuring compliant, accurate documentation.

Responsibilities

• Leadership & Development: Lead and develop a multi-layered team of Support Managers and mentoring.
• Service Strategy Execution: Develop and execute customer support strategies and specialized workflows.
• Performance Analytics: Monitor KPIs including CSAT, Resolution Rates, QA, SLA adherence.
• Rhythmic Management: Conduct regular one-on-ones, leadership syncs and reviews.
• High-Level Escalations: Serve as escalation point for complex customer issues with a customer-first mindset.
• Cross-Functional Collaboration: Partner with Activation, Product, Operations and Engineering.
• Capacity & Trend Planning: Provide insights on capacity and contact volume trends.
• Success Alignment: Drive customer-centric success plans aligned with customer objectives.
• Operational Documentation: Oversee SOPs and training materials for the Associate Playbook.
• Other duties as needed.

Skills

Leadership

Conflict resolution

Operational excellence

Autonomous problem solving

Customer obsession

Multitasking & stakeholder management

Executive communication

Composure under pressure

Meticulous detail

Job description

Human Interest in Lindon, Utah, seeks a Senior Manager of Customer Support to lead a multi-layered team of Support Managers and drive world-class service on our retirement savings platform. You will coach the management tier, implement strategic support workflows, monitor KPIs like CSAT and Resolution Rates, and partner with Activation, Product, and Engineering to reduce friction.

This role suits an experienced leader of leaders in a fast-growing fintech with autonomy and a strong