Manager, Customer Success Support
About the role
As a Customer Success Support Manager at Human Interest, you are responsible for the performance of the team that is 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. You leverage strong coaching expertise and 401(k) knowledge to drive team strategy in a way that maximizes the overall customer experience.
Responsibilities
- Guide, inspire, and develop a team of Customer Success Support Associates who are Customer Obsessed
- Act as a force multiplier for the team by creating an environment which supports constant improvement and development, and where targets are consistently met or exceeded
- Coach, performance manage and develop direct reports
- Drive initiatives forward, managing internal and external stakeholders to ensure that we can consistently meet all of the needs of our customers
- Drive initiatives that elevate the customer experience and increase operational efficiency
- Define, execute and enforce best-practices across the team
- Manage escalations with urgency and accuracy, carefully managing complex issues to a full resolution
- Partner with Product/Program Management teams to drive platform and process improvements
- Leverage domain expertise and strong coaching skills to develop a team of associates that consistently deliver world class service to our customers
Requirements
- 3+ years of experience managing a team
- 2+ years of industry (401k) experience
- Proven success scaling support operations across multiple channels
- Comfortable being dynamic and adapting to a constantly evolving environment
- Experience within a high volume and startup call centers a big plus
Qualifications
- Passion for developing and mentoring your team(s)
- Love for process. You’re constantly on the lookout for inefficiencies that can be improved upon
- Meticulous attention to detail
- High care/low ego approach to your work
- Bachelor’s degree or equivalent experience
Skills
- Strong coaching expertise
- 401(k) knowledge
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
- Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
- Monthly work-from-home stipend; quarterly lifestyle stipend
- Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie
Pay
The base salary for this position spans $65,000-$70,000 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