Overview In this role, you will lead a multi-layered customer support organization to deliver high-accuracy resolutions on our retirement platform. You'll shape and implement support strategies, coach managers, and drive metrics like CSAT and resolution rates. Your work will reduce complexity in 401(k) administration through SME teams and cross-functional partnerships. You'll operate in a fast-growing environment, building scalable systems and people to help customers secure their financial futures. This is a mission-driven opportunity to elevate service while scaling operations in fintech retirement.
Compensation / Benefits- 401(k) plan with employer match up to 4%
- health plans (medical, dental, vision)
- parternal leave
- student loan resources
- monthly work-from-home stipend
- quarterly lifestyle stipend
Responsibilities- Lead and develop a multi-layered team of Support Managers and indirect leadership of the associate level
- Coach and mentor management to drive associate development and engagement
- Develop and execute customer support strategies and specialized workflows to drive service excellence
- Monitor performance against KPIs such as CSAT, resolution rates, QA, and SLA adherence
- Serve as escalation point for complex issues involving regulatory or technical matters
- Collaborate cross-functionally with Activation, Product, Operations, and Engineering to drive product improvements
- Provide capacity and trend planning to ensure staffing for success
- Drive customer-centric success plans and align interactions with platform value
- Oversee creation and maintenance of SOPs and training materials (Associate Playbook)
- Other duties as needed
Key requirements- 5+ years leading and developing people leaders in large-scale support organizations (100+ headcount)
- Expert-level experience resolving high-profile escalations and navigating regulatory issues
- Proven ability to architect and refine support workflows for operational excellence
- Autonomous problem solving with strong cross-functional collaboration
- Values-driven leadership aligned with autonomy and customer obsession
- Multitasking and stakeholder management across competing priorities
- Executive-level communication across channels and at all levels
- Composure under pressure and attention to detail in high-volume, high-stress environments
- leadership
- conflict resolution
- stakeholder management
- performance analytics
- KPI tracking (CSAT, SLA)
- quality assurance
