Senior Manager, Customer Support

The Senior Manager of Customer Support at Human Interest plays a critical role in driving operational excellence and world-class service by leading a high-performing team of Support Managers. Reporting to the Director of Customer Support, this position combines strategic oversight with indirect leadership to execute our specialized support strategy, ensuring customers receive high-accuracy resolutions on our retirement savings platform.

You will lead a multi-layered organization of associates and managers, focusing on specialized workstreams such as Money-In, Money-Out, and Account Support. Key responsibilities include coaching and mentoring your management tier to drive associate development, while maintaining our top-tier service metrics, including CSAT and Resolution Rates.

The role emphasizes a proactive, data-driven approach to customer support, leveraging specialized "Subject Matter Expert" (SME) teams to reduce cognitive load and simplify the complexities of 401(k) administration. This position is perfect for an experienced leader of leaders who thrives in a fast-paced, scaling environment and is passionate about building the systems and people needed to help customers secure their financial futures.

Non-standard business hours; Shift window is 7:00 am to 6:30 pm MT

As the primary advocates for our customers, this team of technical experts and problem-solvers ensures that every employer and employee receives unmatched support on our retirement platform. Operating with a solution-oriented approach, they empower customers to navigate the complexities of 401(k) administration with ease while driving satisfaction and trust through every interaction.

The team prides itself on simplifying intricate regulatory frameworks into clear, actionable guidance and delivering high-accuracy resolutions to our diverse customer base. As we continue to scale, we're looking for a strategic leader who can champion our service-first model while implementing the systems and processes needed to maintain operational excellence during this period of ambitious growth.

- Leadership & Development: Lead and develop a multi-layered team of Support Managers, providing coaching, mentorship, and indirect leadership to ensure high associate engagement and professional growth.

- Service Strategy Execution: Assist in developing and executing customer support strategies and specialized workflows to drive service excellence, resolution accuracy, and customer loyalty.

- Performance Analytics: Monitor team performance against key support KPIs, including CSAT (Customer Satisfaction), Resolution Rates, Quality Assurance, SLA adherence, and more.

- Rhythmic Management: Conduct regular one-on-ones, leadership syncs, and performance reviews to ensure the management tier is effectively supporting their individual teams.

- High-Level Escalations: Serve as an escalation point for complex customer issues, navigating sensitive regulatory or technical situations with a "customer-first" resolution mindset.

- Cross-Functional Collaboration: Partner with Activation, Product, Operations, and Engineering to identify root causes of customer friction and advocate for product improvements that enhance the user experience.

- Capacity & Trend Planning: Participate in strategic planning by providing insights on team capacity, contact volume trends, and process improvements to ensure the center is staffed for success.

- Success Alignment: Drive customer-centric success plans that align with customer objectives, ensuring every interaction reinforces the value of our retirement platform.

- Operational Documentation: Oversee the creation and maintenance of team documentation, Standard Operating Procedures (SOPs), and specialized training materials for the Associate Playbook.

- Strategic Leadership: 5+ years of experience leading and developing people leaders with a proven track record of managing large-scale support organizations (100+ headcount).

- High-Level Conflict Resolution: Expert-level experience resolving high-profile customer escalations and navigating complex regulatory issues with a focus on long-term resolution and brand protection.

- Operational Excellence: Demonstrated success in architecting and refining support workflows,

- Autonomous Problem Solving: Exceptional ability to navigate organizational resources and cross-functional partnerships to solve systemic issues without the need for direct oversight.

- Values-Driven Leadership: A deep passion for the customer experience and proven alignment with Human Interest's core principles: Leading with Autonomy and Customer Obsession.

- Multitasking & Stakeholder Management: Elite organizational skills with the ability to manage competing priorities across multiple stakeholders while hitting aggressive department deadlines.

- Executive Communication: Ability to communicate with confidence, empathy, and professional authority across all channels (phone, email, and chat) and at all levels of the organization.

- Composure Under Pressure: Proven ability to remain composed and empathetic in high-stress, high-volume environments, modeling resilient leadership for the broader team.

- Meticulous Detail: A relentless focus on quality and precision, ensuring all internal and external documentation is error-free and compliance-accurate.

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 $95,000 - $115,000 annually 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.