Customer Support Associate Lindon, Utah

Overview

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 investors including Marshall Wace, Baillie Gifford, Black Rock, TPG (The Rise Fund), Soft Bank, Glynn Capital, New View Capital, USVP, Wing, Uncork, and more.

About the role

As a Customer Support Associate at Human Interest, you are the frontline face of the company. On a daily basis, you demonstrate your passion for helping customers maximize our retirement savings platform. You love to solve problems and are energized by challenges and the reward that comes with solving them. Customer Support Associates benefit from a developed and defined customer support career ladder which includes opportunities to grow into other roles within the organization.

• Manage a steady volume of inbound customer inquiries, primarily through phone, live chat, and email conversations
• Work cross-functionally with internal and external partners to solve customer issues
• Service a geographically diverse customer base
• Work in a fast-paced evolving startup environment
• Manage follow-ups with customers as required
• Help other areas of the organization when needed
• Manage performance to company set standards and adhere to a workforce management schedule

• 1+ years of experience in a customer facing role (customer support or account management/call center experience preferred but not required, or commensurate college experience)
• Passion for serving customers
• Strong organizational skills; ability to juggle multiple tasks with varying deadlines and stakeholders
• Ability to communicate with confidence, professionalism and empathy over the phone and through email
• Remains composed in high-stress situations and conveys empathy for customers
• Meticulous attention to detail
• Demonstrated ability to remain highly productive and organized in an elevated-noise, open-office environment

• Located in our Lindon, Utah office (Monday-Thursday) with flexibility to work remotely on Fridays
• Standard Monday-Friday work schedule with no weekends or evenings
• This is a full-time position at 40 hours per week

We accept Customer Support Associate applications on an ongoing basis.

The Customer Support Associate role is an excellent entry point for someone looking to start or change their career. We do not require Customer Support Associate I candidates to have 401(k) experience. We hire and train individuals who demonstrate a passion for customer success and an eagerness to learn.

Through ongoing training and upskilling, employees have the opportunity to progress through six steps of the CSS role. While trajectories are individualized, progression through all steps is possible with ongoing development. Each new step brings increasing responsibility, a better understanding of 401(k) and the product, and a pay increase. After progressing through the CS Career Ladder, Customer Support Associates may be considered for more advanced roles such as account manager or enablement manager.

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 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 view on what’s important and right. They help candidates evaluate whether…