Senior Manager, Customer Support

About the role

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.

• Coaching and mentoring your management tier to drive associate development, while maintaining our top-tier service metrics, including CSAT and Resolution Rates.
• Leading the development and execution of customer support strategies and specialized workflows to drive service excellence, resolution accuracy, and customer loyalty.
• Monitoring team performance against key support KPIs, including CSAT (Customer Satisfaction), Resolution Rates, Quality Assurance, SLA adherence, and more.
• Conducting regular one-on-ones, leadership syncs, and performance reviews to ensure the management tier is effectively supporting their individual teams.
• Serving as an escalation point for complex customer issues, navigating sensitive regulatory or technical situations with a "customer-first" resolution mindset.
• Partnering with Activation, Product, Operations, and Engineering to identify root causes of customer friction and advocate for product improvements that enhance the user experience.
• Participating in strategic planning by providing insights on team capacity, contact volume trends, and process improvements to ensure the center is staffed for success.
• Driving customer-centric success plans that align with customer objectives, ensuring every interaction reinforces the value of our retirement platform.
• Overseeing the creation and maintenance of team documentation, Standard Operating Procedures (SOPs), and specialized training materials for the Associate Playbook.

Requirements

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.

Qualifications

Education: Bachelor’s degree in Business Administration, Communications, Psychology, or a related field.

Experience: 5+ years of experience in customer support, preferably in a high-growth tech environment.

Technical Skills: Proficiency in Microsoft Office Suite, CRM software, and familiarity with retirement savings platforms.

Soft Skills: Strong interpersonal and communication skills, with the ability to build strong relationships with both internal and external stakeholders.

Leadership: Experience leading and developing teams, with a proven track record of driving performance and engagement.

Problem-Solving: Ability to analyze complex issues and develop effective solutions, with a focus on long-term resolution and customer satisfaction.

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

$95,000 - $115,000 annually

Schedule

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