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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. Backed by major investors including BlackRock, SoftBank, and TPG, the company has raised approximately $500 million to date and is transforming how employers offer 401(k) plans to their workforce.
As Senior Manager of Customer Support, you will lead a multi-layered team of Support Managers and associates, reporting directly to the Director of Customer Support. This is a people-management role focused on driving operational excellence and world-class service delivery on Human Interest's retirement savings platform.
Key responsibilities include:
• Leading and developing Support Managers through coaching, mentorship, and indirect leadership to ensure high engagement and professional growth
• Executing customer support strategies across specialized workstreams (Money-In, Money-Out, Account Support) to drive service excellence and resolution accuracy
• Monitoring team performance against KPIs including CSAT, Resolution Rates, Quality Assurance, and SLA adherence
• Conducting regular one-on-ones, leadership syncs, and performance reviews with your management tier
• Serving as an escalation point for complex, sensitive customer issues requiring regulatory or technical expertise
• Partnering cross-functionally with Activation, Product, Operations, and Engineering to identify customer friction points and advocate for improvements
• Contributing to strategic capacity planning by providing insights on team staffing, contact volume trends, and process improvements
The role emphasizes a data-driven, proactive approach to customer support, leveraging Subject Matter Expert (SME) teams to reduce complexity and ensure high-accuracy resolutions. You'll thrive in a fast-paced, scaling environment and be passionate about building the systems and people needed to help customers secure their financial futures.
Note: Non-standard business hours; shift window is 7:00 am to 6:30 pm MT.
