💼 About This Role

You'll lead a team of Customer Success Support Associates, driving performance and customer experience for a retirement savings platform. You'll coach, manage escalations, and partner cross-functionally to improve operations. This role offers direct impact on customer satisfaction and opportunities for process innovation.

🎯 What You'll Do

• Coach and develop a team of support associates
• Manage escalations and resolve complex customer issues
• Drive process improvements and operational efficiency
• Collaborate with Product, Enablement, and Operations teams

📋 Requirements

• 3+ years of team management experience
• 2+ years of 401(k) industry experience
• Proven success in scaling support operations across channels
• Experience in a high-volume call center environment

✨ Nice to Have

• Startup call center experience
• Passion for developing and mentoring teams
• Process improvement mindset

🎁 Benefits & Perks

• 🏖️ Hybrid work: Monday-Thursday in office, remote Fridays
• 💰 Equity compensation component
• 📈 Bonus and commission potential

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min