Manager, Customer Support at Humaninterest

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. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more. 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 Why you will love working at Human Interest Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success. Join Human Interest and make a lasting impact by shaping the future of retirement. Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. • Customer obsession: We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile. • Long-Term Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future. • Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self! • An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement. • Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness. 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 $70,000 - $75,000 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. We’re a great place to work (but don’t take our word for it) Here’s a list of our awards and accolades: • Certified as a Great Place To Work® (2023-2025) • Fortune Best Place to Work in the Bay Area (2024) • Best Places to Work by Built In (2023-2024) • America’s Best Startup Employers by Forbes (2020-2022, 2024) • A Top Company by Y Combinator (2020-2023) • Inc. Fastest Growing Companies (2021) 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. We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at [Upgrade to PRO to see contact]. Protect yourself against fraud and identity theft. Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a @humaninterest.com email address. If you have questions, please reach out to us directly at [Upgrade to PRO to see contact] Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines. See more: [Upgrade to PRO to see link]