Senior Manager, Customer Success

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. 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 About the team 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, 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 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. Why you will love working at Human Interest Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success. Join Human Interest and make a lasting impact by shaping the future of retirement. Our operating principles define how we work together as a team They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. Customer obsession: We put their needs first and go the extra mile to make them smile. Long-Term Orientation: We think big, plan strategically, and invest in our future. Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self! An Escalating Bar for Talent and Performance: We constantly raise the bar and challenge ourselves to be better. We believe in growth and continuous improvement. Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness. Compensation At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. 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. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment. 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. Wealth Academy: 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. We’re a great place to work (but don’t take our word for it) Here’s a list of our awards and accolades: Certified as a Great Place To Work (2023‑2025) Fortune Best Place to Work in the Bay Area (2024) Best Places to Work by Built In (2023‑2024) America’s Best Startup Employers by Forbes (2020‑2022, 2024) A Top Company by Y Combinator (2020‑2023) Inc. Fastest Growing Companies (2021) Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at‑will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement. We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at View email address on click.appcast.io. Protect yourself against fraud and identity theft. Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a humaninterest.com email address. If you have questions, please reach out to us directly at View email address on click.appcast.io. Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee‑based referral services, and recruiting agencies. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment‑qualified applicants with arrest and conviction records. We comply with CCPA guidelines. See more: #J-18808-Ljbffr