Manager, Billing and Collections

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.   Nearly 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 looking for a fast, creative, forward-thinking professional who has a strong background in customer service leadership . You’re the right fit for this role if you are comfortable with figuring things out as you go, default to action, and adapt to additional responsibilities. You’ll have a proven record of: achieving the goals set for your teams, and managing through rapid change and growth. You will work closely with the Customer Success leadership team to identify opportunities for improved processes, systems workflows, and automations. Your team will proactively reach out to improve customer relationships, specializing in the billing and collections process. What you get to do every  day Manage a team working through a steady volume of inbound customer inquiries, as well as outbound outreach to customers, primarily through email and phone (chat and SMS in the near future) Manage individuals who process revenue share payments to partners and advisors - determine payment amounts, ensure payments are processed and recorded  Ensure team members are operating as subject matter experts in revshare and billing processes for other areas of the organization when needed Work cross-functionally with internal and external partners to solve customer issues, and remove blockers for the team as needed Identify common issues and trends, driving process improvements that lead to long-term, scalable solutions Service a geographically diverse customer base Ensure your team provides best-in-class customer service Work in a fast-paced evolving startup environment  Manage the team’s caseload and follow up with customers as required; be confident managing customer escalations Manage team performance to company-set standards as well as adherence to a workforce management schedule; conduct weekly 1:1 meetings with team members What you bring to the role 2+ years of experience managing a customer-facing team - i.e. customer support or account management/ billing experience; accounts payable/ collections experience preferred; OR 3-5 years experience in a customer-facing role Passion for serving customers; passion for leading others to become high achievers  Strong organizational skills; you are able to juggle multiple tasks with varying deadlines and stakeholders without dropping the ball Ability to communicate with confidence, professionalism, and empathy over the phone and through email You remain composed in high-stress situations and convey empathy for our customers  Meticulous attention to detail - rarely making typos and noticing discrepancies Where you will work Utah County, Utah (office in Lindon area) Hybrid, in office 3 days per week   Why you will love working at Human Interest Mission - Highly collaborative startup dedicated to supporting employee engagement and growth. It’s an opportunity to help solve one of the biggest unsolved problems in America: saving for retirement. Culture - Our operating principles define how we come together as a team to do our work. 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 Long-term orientation Autonomous and accountable teams An escalating bar for talent and performance  Fundamental optimism  Compensation - The salary range target for the role seniority described in this job description is $67,000 - $92,000 . Final offer amounts depend on multiple factors including candidate experience and expertise, compensation/equity mix, and market data. This position may also be eligible for additional incentives such as equity awards, short-term incentives, or sales compensation. 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 Lyra - Enhanced Mental Heath 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; annual wellness 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 About Human Interest :  We’re a high-growth, Series D-funded company that’s changing the retirement industry. Named one of America’s Best Startup Employers by Forbes, one of the Best Places to Work by Built In, and a Top Company by Y Combinator, we’ve  raised $500M  and are backed by leading investors, including Blackrock , TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and others. 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. Human Interest employees must adhere to the Company’s security policies and Code of Ethics.   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: https://humaninterest.com/disclosures