Customer Success Support Associate I

About the role

As a Customer Success Support Associate at Human Interest, you are the frontline face of the company. On a daily basis, you demonstrate your passion for helping customers maximize our retirement savings platform. You love to solve problems and are energized by challenges and the reward that comes with solving them.

Responsibilities

• Manage a steady volume of inbound customer inquiries, primarily through phone, live chat, and email conversations
• Identify the root of customer needs in order to resolve inquiries completely in just one touchpoint
• Document thorough notes on every case to ensure important context, actions taken, and next steps are properly captured
• Work cross-functionally with internal and external partners to solve customer issues
• Provide best in class customer service
• Work in a fast-paced environment
• Manage follow-ups with customers as required
• Support other areas of the organization when needed
• Manage performance to company's set standards and adhere to a workforce management schedule

Requirements

• 1+ years of experience in a customer facing role - i.e. customer support or account management/call center experience, preferred but not required, or commensurate college experience
• Passion for serving customers
• Strong organizational skills; you are able to juggle multiple tasks with varying deadlines and stakeholders
• You are able to communicate with confidence, professionalism, and empathy over the phone, live chat, and through email
• You remain composed in high-stress situations and convey empathy for our customers

Qualifications

• Meticulous attention to detail - rarely making typos and noticing discrepancies
• Demonstrated ability to remain highly productive and organized in an elevated-noise, open-office environment

Skills

• Customer service skills
• Problem-solving abilities
• Communication skills (phone, live chat, email)
• Organizational skills

Benefits

• A great 401(k) plan: Our own!
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie

Pay

The base salary for this position spans $18.00 - $20.00 per hour 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.

Schedule

Standard Monday-Friday work schedule with no weekends or evenings