Customer Success Support Associate I

Human Interest is a fintech company dedicated to providing accessible retirement benefits to employees of small and medium-sized businesses. The Customer Success Support Associate I will manage customer inquiries, resolve issues, and ensure a high level of customer service while supporting the company's mission to close the retirement gap.

Responsibilities

• 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

Skills

• 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

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth:  Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly:  Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

Company Overview