Senior Manager, Customer Support

Responsibilities

• Lead and develop a multi-layered team of Support Managers through coaching and mentorship
• Execute customer support strategies and specialized workflows to drive service excellence
• Monitor team performance against key KPIs including CSAT, Resolution Rates, and SLA adherence
• Serve as an escalation point for complex customer and regulatory issues
• Partner cross-functionally with Product, Operations, and Engineering to reduce customer friction
• Oversee the creation of team documentation, SOPs, and training materials

Requirements

• 5+ years of experience leading people leaders in large-scale support organizations (100+ headcount)
• Expert-level experience in high-level conflict resolution and regulatory navigation
• Proven success in architecting and refining support workflows
• Exceptional ability to manage competing priorities and multiple stakeholders
• Strong executive communication skills across phone, email, and chat
• Ability to work non-standard business hours within the 7:00 am to 6:30 pm MT window

About the Company

Human Interest is a high-growth fintech company on a mission to ensure that people in all lines of work have access to retirement benefits. We make it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.