Senior Manager, Customer Support

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,

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.

More than 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 a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as

BlackRock

,

TPG (The Rise Fund)

, SoftBank,

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.

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.