Senior Manager, Customer Support — Scale & Service Excellence

Human Interest; South Salt Lake (UT); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

401(k) match

Health plans

Dental and vision insurance

Parental leave

Monthly work-from-home stipend

Job summary

Human Interest is seeking a Senior Manager of Customer Support to lead a multi-layered team and drive operational excellence on our retirement savings platform. You will coach and mentor a tier of Support Managers, oversee KPI performance, and partner with product and engineering to reduce customer friction while maintaining high CSAT and resolution rates.

The role requires a strategic leader who thrives in a fast-growing fintech, capable of shaping the support function as we scale and deliver

Qualifications

• 5+ years of experience leading and developing people leaders with a proven track record of managing large-scale support organizations (100+ headcount).
• High-level conflict resolution with expert handling of escalations and regulatory issues while protecting the brand.
• Operational excellence in architecting and refining support workflows and processes.
• Autonomous problem solving across cross-functional resources without direct oversight.
• Values-driven leadership aligned with customer obsession and autonomy.
• Multitasking and stakeholder management across competing priorities and deadlines.
• Executive communication across all channels and levels with confidence and empathy.
• Meticulous attention to detail ensuring accurate documentation and compliance.

Responsibilities

• Lead and develop a multi-layered team of Support Managers, coaching for engagement and growth.
• Develop and execute customer support strategies and specialized workflows to drive excellence.
• Monitor team performance against KPIs like CSAT, resolution rates, QA, and SLA adherence.
• Conduct regular one-on-ones, leadership syncs, and performance reviews.
• Serve as escalation point for complex issues, including regulatory matters.
• Partner with Activation, Product, Operations, and Engineering to drive improvements.
• Provide capacity and trend planning to ensure staffing for success.
• Drive customer-centric success plans aligned with objectives.
• Oversee creation and maintenance of SOPs and training materials.

Job description

Human Interest is seeking a Senior Manager of Customer Support to lead a multi-layered team and drive operational excellence on our retirement savings platform. You will coach and mentor a tier of Support Managers, oversee KPI performance, and partner with product and engineering to reduce customer friction while maintaining high CSAT and resolution rates.

The role requires a strategic leader who thrives in a fast-growing fintech, capable of shaping the support function as we scale and deliver