Director, Customer Support

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 The Director of Customer Support role is strategic in nature, focusing on operational excellence and exceptional customer experience delivery. Key responsibilities include developing and implementing strategic support frameworks, optimizing call center operations, and fostering cross-functional collaboration. The role emphasizes a data-driven approach to support management, using insights to improve resolution rates, reduce handle times, and enhance customer satisfaction. Additionally, the Director will play a key role in evolving the customer support function as the company grows, highlighting the importance of strategic planning, team development, and technological innovation in this position. About the team The Customer Support team serves as the primary touchpoint between our company and our valued customers. This dedicated team of problem solvers ensures that every customer interaction is handled with care, empathy, and expertise. Operating across multiple channels, they provide timely and effective solutions to customer inquiries and issues. The team plays a critical role in maintaining our reputation for exceptional service while gathering valuable insights that help improve our products and services. As we continue to scale, we're looking for a visionary leader who can elevate our support operations while nurturing a positive, high-performance culture among our support teams. What you get to do every day • Direct a high-performing customer support teams that drives resolution efficiency and customer satisfaction • Lead and develop a team of senior customer support managers who collectively oversee the management of their teams and overall call center operations • Develop and implement strategic support frameworks with clear KPIs and playbooks for different customer segments and issue types • Create scalable processes to improve first-call resolution rates while maintaining exceptional customer experiences • Partner cross-functionally with Product, Onboarding, Operations, and Sales to ensure seamless customer journeys • Implement data-driven approaches to track support metrics, identify trends, and develop proactive improvement strategies • Oversee technology selection and implementation to optimize call center operations • Drive continuous improvement initiatives to reduce average handle time and increase CSAT scores • Familiarity with workforce management principles and contact center scheduling • Serve as an escalation point for complex customer issues requiring executive attention • Strategically plan and manage staffing levels and schedules to maximize resource utilization and achieve KPIs • Collaborate with Enablement to provide resources and training to new hires as well as continuing education What you bring to the role • 7+ years of experience leading customer-facing teams, with at least 5 years in call center or customer support leadership • Proven track record of driving operational efficiency and customer s