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.

Responsibilities

• 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.

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 Knowledge: Familiarity with retirement plans and 401(k) administration.
• Soft Skills: Strong interpersonal and communication skills, with the ability to handle sensitive and confidential information.

Skills

• Customer Service: Excellent customer service skills and the ability to provide exceptional support to customers.
• Team Leadership: Experience leading and developing teams, with a focus on coaching and mentoring.
• Data Analysis: Proficiency in analyzing and interpreting data to improve service delivery.
• Problem-Solving: Ability to identify and resolve complex customer issues with a proactive and data-driven approach.
• Adaptability: Ability to adapt to a fast-paced, scaling environment and embrace change.

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees.
• 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 $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.

Schedule

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