Customer Success Support Associate

Position: Customer Success Support Associate I
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 Black Rock, TPG (The Rise Fund), Soft Bank, Glynn Capital, New View Capital, USVP, Wing, Uncork, and more.

About the role

As a Customer Success 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 Success career ladder which includes opportunities to grow into other roles within the organization.

What you get to do every day

* Manage a steady volume of inbound customer inquiries, primarily through phone, live chat, and email conversations

* Identify the root of customer needs in order to resolve inquiries completely in just one touchpoint

* Document thorough notes on every case to ensure important context, actions taken and next steps are properly captured

* Work cross-functionally with internal and external partners to solve customer issues

* Provide best in class customer service

* Work in a fast-paced environment

* Manage follow-ups with customers as required

* Support other areas of the organization when needed

* Manage performance to company set standards and adhere to a workforce management schedule

What you bring to the role

* 1+ years of experience in a customer facing role - i.e. customer support or account management/call center experience, preferred but not required, or commensurate college experience

* Passion for serving customers

* Strong organizational skills; you are able to juggle multiple tasks with varying deadlines and stakeholders

* Ability to communicate with confidence, professionalism and empathy over the phone, live chat, and through email

* You remain composed in high-stress situations and convey empathy for our customers

* Meticulous attention to detail - rarely making typos and noticing discrepancies

* Demonstrated ability to remain highly productive and organized in an elevated-noise, open-office environment

Where you will work

* Located in our Lindon, Utah office (Monday-Thursday) with the flexibility to work remotely on Fridays

* Standard Monday-Friday work schedule with no weekends or evenings

* This is a full time position 40 hours a week

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, 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…