Manager, Customer Support

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. What you get to do every  day With passion and confidence, you will 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 What you bring to the role 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. Preferred: 2+ years of industry (401k) experience Where you will work Office in Lindon, Utah 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  Read more Compensation - The   on-target earnings (OTE) range target  for the role seniority described in this job description is $80,000 - $99,000 . 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