Director, Customer Support

 **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](https://www.globenewswire.com/news-release/2023/01/13/2588448/0/en/Human-Interest-and-BlackRock-Join-Efforts-to-Expand-Access-to-Retirement-Plans-for-Working-Americans.html#:~:text=Human%20Interest%20has%20secured%20approximately%20%24500%20million%20in%20funding%20to%20date&text=NEW%20YORK%20and%20SAN%20FRANCISCO,businesses%20across%20the%20United%20States.), [TPG (The Rise Fund)](https://www.globenewswire.com/news-release/2021/08/04/2274611/0/en/The-Rise-Fund-Leads-200M-Series-D-Investment-in-Human-Interest-to-Accelerate-Growth-and-Societal-Impact.html), SoftBank, [Glynn Capital](https://www.globenewswire.com/news-release/2021/02/11/2174214/0/en/Human-Interest-Completes-105M-Series-C-Following-Breakout-Year-in-2020.html), NewView Capital, USVP, Wing, Uncork, and more. **About the role** The Director of Customer Support role is strategic in nature, focusing on operational excellence and exceptional customer experience delivery. Key responsibilities include developing and implementing strategic support frameworks, optimizing call center operations, and fostering cross-functional collaboration. The role emphasizes a data-driven approach to support management, using insights to improve resolution rates, reduce handle times, and enhance customer satisfaction. Additionally, the Director will play a key role in evolving the customer support function as the company grows, highlighting the importance of strategic planning, team development, and technological innovation in this position. **About the team** The Customer Support team serves as the primary touchpoint between our company and our valued customers. This dedicated team of problem solvers ensures that every customer interaction is handled with care, empathy, and expertise. Operating across multiple channels, they provide timely and effective solutions to customer inquiries and issues. The team plays a critical role in maintaining our reputation for exceptional service while gathering valuable insights that help improve our products and services. As we continue to scale, we're looking for a visionary leader who can elevate our support operations while nurturing a positive, high-performance culture among our support teams. **What you get to do every day** - Direct a high-performing customer support teams that drives resolution efficiency and customer satisfaction - Lead and develop a team of senior customer support managers who collectively oversee the management of their teams and overall call center operations - Develop and implement strategic support frameworks with clear KPIs and playbooks for different customer segments and issue types - Create scalable processes to improve first-call resolution rates while maintaining exceptional customer experiences - Partner cross-functionally with Product, Onboarding, Operations, and Sales to ensure seamless customer journeys - Implement data-driven approaches to track support metrics, identify trends, and develop proactive improvement strategies - Oversee technology selection and implementation to optimize call center operations - Drive continuous improvement initiatives to reduce average handle time and increase CSAT scores - Familiarity with workforce management principles and contact center scheduling - Serve as an escalation point for complex customer issues requiring executive attention - Strategically plan and manage staffing levels and schedules to maximize resource utilization and achieve KPIs - Collaborate with Enablement to provide resources and training to new hires as well as continuing education **What you bring to the role** - 7+ years of experience leading customer-facing teams, with at least 5 years in call center or customer support leadership - Proven track record of driving operational efficiency and customer satisfaction in a high-volume support environment - Experience building and scaling high-performing teams through periods of rapid growth - Strong ability to develop strategic support plans and processes that drive measurable results - Experience implementing systems and tools to track customer satisfaction, support metrics, and team performance - Exceptional communication and leadership skills with both customers and internal stakeholders - Data-driven approach to decision-making and performance management - Experience managing budgets and resource planning for support operations - Experience with omnichannel support environments (phone, email, chat, social) **Nice to have** - Familiarity with workforce management principles and contact center scheduling - Track record of implementing effective quality assurance programs - Experience scaling a support function from startup to growth stage - Background in implementing or optimizing contact center technologies - Proficiency with customer support platforms (Zendesk, Salesforce Service Cloud, etc.) - Proven ability to influence product roadmap based on customer feedback - Experience managing both hybrid and in-office support teams - Knowledge of support automation, including chatbots and AI-assisted technologies **Schedule** - Standard business hours; regular and reliable attendance required **Where you will work** - Our office in Lindon, Utah - In our office, 4 days per week, Monday-Thursday. Flexibility to work remotely on Friday. **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're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile. - **Long-Term Orientation**: We're not just playing for today; we're building a legacy. 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're constantly raising the bar and challenging 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, a number of factors determine pay ranges, including local market cost of labor across the U.S. Base salaries for this position range from $130,000- $150,000annually, paired with an annual 10% discretionary variable incentive that pays out quarterly. This brings total annual On-Target Earnings (OTE) to $143,000 - $165,000. This 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. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. **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. **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 . 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**](https://humaninterest.com/applicant-privacy-notice/)guidelines. See more: