CustomerSuccessSupportAssociate

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 BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView 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 yo