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Human Interest is a high-growth fintech company on a mission to make retirement benefits accessible to small and medium-sized businesses across the United States. The company has raised approximately $500 million from top-tier investors including BlackRock, TPG (The Rise Fund), SoftBank, and others, and is addressing a critical gap: more than half of working Americans lack access to employer-sponsored retirement plans.
As Manager of Customer Success Support, you will lead a frontline team of Customer Success Support Associates, serving as the primary point of contact for customers using Human Interest's retirement savings platform. This is a people-management role focused on team development, operational excellence, and customer advocacy.
Key responsibilities include:
- Guide, inspire, and develop a team of customer-obsessed support associates
- Coach and performance-manage direct reports, fostering continuous improvement and development
- Create an environment where targets are consistently met or exceeded
- Manage escalations with urgency and accuracy, resolving complex customer issues
- Drive initiatives that elevate customer experience and increase operational efficiency
- Define and enforce best practices across the team
- Work cross-functionally with Enablement, Operations, and Plan Administration teams
- Partner with Product/Program Management to drive platform and process improvements
- Leverage 401(k) domain expertise to develop a world-class support team
You bring 3+ years of team management experience and 2+ years in the 401(k) industry. You have proven success scaling support operations across multiple channels, thrive in high-volume and startup environments, and are passionate about mentoring and developing talent. You are process-oriented, detail-focused, self-driven, and comfortable adapting to a constantly evolving environment. A bachelor's degree or equivalent experience is required.
The role is based in the Lindon, Utah office with a hybrid schedule: Monday–Thursday in-office, with flexibility to work remotely on Fridays. Standard Monday–Friday hours with no weekends or evenings.
