About the roleWe’re looking for a dynamic, innovative professional with a strong foundation in customer service, and/or relationship management. The ideal candidate is proactive, adaptable, and thrives in an environment where they can solve problems on the go. In this role, you’ll be responsible for achieving your own objectives as well as contributing to the team’s success. You’ll work closely with the Senior Manager of Partner Success to document processes, identify opportunities to enhance advisor support, and problem-solve to strengthen advisor relationships.This role offers the opportunity to make a meaningful impact on our advisor partnerships while working in an environment that values initiative, problem-solving, and exceptional service delivery.What you get to do every dayDrive advisor success by providing expert guidance on plan design, compensation structures, and regulatory documentation requirements through responsive, solutions-oriented supportManage and resolve a high volume of advisor inquiries via email and phone, delivering clear, actionable solutions that strengthen advisor confidence and capabilitiesOrchestrate complex problem resolution by coordinating with cross-functional teams including Account Management, Client Services, and Partnerships to ensure comprehensive solution deliveryIdentify patterns in advisor challenges and collaborate with internal teams to develop and implement scalable process improvements that enhance the advisor experienceMaintain meticulous case management practices, ensuring timely follow-up and resolution tracking while meeting or exceeding service level agreementsProvide white glove service to financial advisor contacts to take the guesswork out of who they should be reaching out to for support with Human Interest servicesWhat you bring to the role3+ years of experience in customer-facing roles such as customer support, account management, or call center operations; or equivalent college experience. Experience in Partnerships, Sales, or business development is also valued2+ years of Retirement Services experience, with a proven track record of managing 401(k) plan administration and ensuring strict adherence to ERISA compliance and regulatory guidelines.Proficiency in CRM platforms (Salesforce preferred) to manage the full case lifecycle, including logging new requests, navigating through historical data, and driving open items to resolution.Proven ability to collaborate cross-functionally with Compliance, Operations, and external recordkeepers to resolve complex plan issues and ensure a seamless client experience.Demonstrated passion for customer service excellence with proven ability to create outstanding client experiences across every interactionExceptional organizational prowess with demonstrated ability to masterfully manage multiple concurrent priorities while maintaining attention to detail and meeting critical deadlinesSuperior communication skills that blend professionalism with empathy, enabling effective relationship management across both phone and email interactionsProven resilience and composure under pressure, maintaining high service standards even in challenging situations, while demonstrating genuine empathy for advisor's needsOutstanding attention to detail in all aspects of work, from written communication to data entry, with consistent accuracy and thoroughnessAbility to distill complex retirement concepts into clear, actionable insights for advisors, complemented by proficiency in productivity tools, including Google Workspace and Microsoft OfficeAdaptable mindset that thrives in a dynamic startup environment, embracing change and efficiently managing shifting priorities while maintaining focus on key objectivesWhy you will love working at Human InterestHuman Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.Join Human Interest and make a lasting impact by shaping the future of retirement.Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest.Customer obsession: We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.Long-Term Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self!An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $70,000 - $75,000 and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.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 feesTop-of-the-line health plans, as well as dental and vision insuranceCompetitive time off and parental leaveAddition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellnessLyra: Enhanced Mental Health Support for Employees and dependentsCarrot: Fertility healthcare and family forming benefitsCandidly: Student loan resource to help you and your family plan, borrow, and repay student debtMonthly work-from-home stipend; quarterly lifestyle stipendEngaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.We’re a great place to work (but don’t take our word for it)Here’s a list of our awards and accolades:Certified as a Great Place To Work® (2023-2025)Fortune Best Place to Work in the Bay Area (2024)Best Places to Work by Built In (2023-2024)America’s Best Startup Employers by Forbes (2020-2022, 2024)A Top Company by Y Combinator (2020-2023)Inc. Fastest Growing Companies (2021)
13 days ago