Senior Manager, Customer Success

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. 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. Non-standard business hours; Shift window is 7:00 am to 6:30 pm MT 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. What you get to do every day 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. Other duties as needed What you bring to the role 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 wi

Benefits

Additional Information

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 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, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more.

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