Description
Human Interest aims to ensure people in all lines of work have access to retirement benefits. The Director of Customer Support role focuses on operational excellence and exceptional customer experience delivery.
Key responsibilities include:
- Developing and implementing strategic support frameworks
- Optimizing call center operations
- Fostering cross-functional collaboration
- Using data-driven approaches to improve resolution rates, reduce handle times, and enhance customer satisfaction
The Director will lead a high-performing customer support team, develop and implement strategic support frameworks, and partner cross-functionally with various teams.
Requirements include:
- 7+ years of experience leading customer-facing teams
- Proven track record of driving operational efficiency and customer satisfaction
- Experience building and scaling high-performing teams
- Strong ability to develop strategic support plans and processes
- Exceptional communication and leadership skills
Nice to have:
- Familiarity with workforce management principles and contact center scheduling
- Track record of implementing effective quality assurance programs
- Experience scaling a support function from startup to growth stage
The role offers a salary range of $150,000 - $160,000 annually, paired with an annual 10% discretionary variable incentive that pays out quarterly, bringing total annual On-Target Earnings (OTE) to $165,000 - $176,000.
Benefits include:
- A great 401(k) plan with dollar-for-dollar employer match up to 4% of compensation
- Top-of-the-line health plans, dental and vision insurance
- Competitive time off and parental leave
- Unlimited access to digital tools, financial professionals, and a knowledge center
- Enhanced mental health support, fertility healthcare, and family forming benefits