Human Interest is hiring a
Manager, Customer Support

Summary

Join Human Interest, a high-growth tech company changing the retirement industry, as a Team Lead to guide and inspire a team of Support Specialists, drive initiatives forward, and manage escalations with urgency and accuracy.

Requirements

• 3+ years of experience managing a team
• Proven success scaling support operations across multiple channels
• 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 programs, systems, and tools
• Meticulous attention to detail
• High care/low ego approach to your work
• Bachelor’s degree or equivalent experience

Responsibilities

• Guide, inspire, and nurture a team of Support Specialists 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
• Be a role model to foster a culture of collaboration and accountability across your team
• Drive initiatives forward, managing internal and external stakeholders to keep our customers engaged, happy, and on-track
• Drive initiatives that will help reduce cost to serve, increase efficiencies, and increase CSAT while closely managing Gross Margin
• Define and execute service best-practices across the team
• Manage escalations with urgency and accuracy, carefully managing complex issues to a full resolution
• Work cross-functionally with the implementation, enablement, operations, and account management teams to ensure customers issues are resolved successfully
• Partner with product/program management teams to drive platform and process improvements
• Carefully manage team output against targets and ensure our customers receive accurate responses within our SLAs

Preferred Qualifications

2+ years of industry (401k) experience

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
• Generous PTO and parental leave policies
• 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
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
• Fun online and regional events and celebrations and department and company offsites
• The vast majority of our positions can be 100% remote