Human Interest is hiring an

Escalations Specialist

San Francisco, United States

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Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.

Social security, our nation’s retirement safety net, is projected to be insolvent as soon as 2035, making employer-sponsored 401(k) plans the primary retirement savings vehicle in the U.S. Nearly half of all working Americans are not saving enough for their future 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.

Our values are the guiding principles we use to build solutions for plan administrators and participants. They reflect our point of view on what’s important and what’s right:

In it for customers, autonomous & accountable, outcomes driven, inclusive collaboration, and decisive.

What You Get To Do Every Day

  • Work cross-functionally with internal and external partners to solve escalated client issues
  • Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
  • Conduct root cause analysis to capture drivers of escalated issues and make recommendations for process, tooling, and training solutions 
  • Leverage de-escalation and problem-solving strategies to prevent customer churn
  • Provide feedback to operational leaders on opportunities to improve individual contributor performance 
  • Build relationships and trust with customers through open and responsive communication

What You Bring To The Role

Need to have:

  • 3+ years of experience in Contact Center individual contributor role or 1 or more years of experience in a Team Lead, Quality, Appeals & Grievances, or similar position
  • Understanding of SaaS business motions and customer lifecycle
  • Proven customer management skills with large and complex accounts
  • Passion for people - history of developing, mentoring, training and up-leveling skills
  • Proven track record of meeting and exceeding team objectives
  • Excellent written and spoken communication
  • Ability to develop working relationships at all levels of management, both inside and outside Human Interest
  • Possess top-notch organizational and analytical skills, including the ability to use data to inform business decisions and chive goals

Nice to have:

  • Experience using Salesforce.com or other Client Relationship Management (CRM)
  • Prior success in a customer escalation role 
  • 401k experience and/or financial services experience

Please feel free to apply to this position even if you do not meet 100% of the requirements listed above.

We are a high-growth, Series C-funded company on a mission to change the retirement industry. We’re building a best-in-class product to make it possible for smaller businesses to give their employees a path to financial independence. Named one of America’s Best Startups by Forbes and one of the Best Places to Work by the San Francisco Business Times, we’re continuing to grow and looking for incredible talent that can help us achieve our mission: ensuring that people in all lines of work have access to retirement benefits.

Inclusive collaboration makes us a better business

We deliberately build processes to create a workplace where all are welcome and accepted. We're proactive and purposeful in prioritizing diversity and inclusion internally not only because it's the right thing to do, but also because we believe it's the only way to effectively create products and services that can be truly helpful to all people.

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy or any other characteristics protected under federal, state, or local laws.

Human Interest employees must adhere to the Company’s security policies and Code of Ethics. 

Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors including and without limitation search firms, staffing agencies, fee-based referral services and recruiting agencies.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We comply with CCPA guidelines. 

https://humaninterest.com/disclosures

We comply with CCPA guidelines. 

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