We listened and built what employers actually need - a new standard for retirement. That's why we launch 1 in 3 new 401(k) plans, the most of any provider. Backed by SoftBank VF and Y Combinator.
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.
What they're looking for
- 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
More about this role
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.
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...
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