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