Job Description

Human Interest is seeking a Customer Support Manager to lead and mentor a team of Support Specialists, fostering a culture of collaboration and accountability. The role involves driving initiatives to improve customer satisfaction, reduce costs, and ensure accurate responses within SLAs. The manager will also work cross-functionally to resolve customer issues and drive platform improvements.

Responsibilities

• Guide and nurture a team of Support Specialists
• Create an environment for constant improvement and development
• Foster a culture of collaboration and accountability
• Drive initiatives forward, managing stakeholders
• Drive initiatives to reduce cost, increase efficiencies, and increase CSAT
• Define and execute service best-practices
• Manage escalations with urgency and accuracy
• Work cross-functionally to resolve customer issues
• Partner with product/program management teams to drive improvements
• Manage team output against targets

Requirements

• 3+ years of experience managing a team
• Proven success scaling support operations
• Experience within a high volume and startup call centers
• Passion for developing and mentoring teams
• Love for process and identifying inefficiencies
• Self-driven with a joy for learning new programs
• Meticulous attention to detail
• High care/low ego approach
• Bachelor’s degree or equivalent experience
• 2+ years of industry (401k) experience

Benefits

• No benefits