Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 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 (the guiding principles that reflect our view on what’s important and what’s right): In it for customers, autonomous & accountable, outcomes driven, inclusive collaboration, and decisive.

Our Customer Success team is responsible for managing thousands of touchpoints across our user base and internal operations each month. As the Senior Business Analyst, you will function as the Subject Matter Expert(SME) for the Customer Success Technology stack, partnering closely with Business Operations,  Data Analytics, Workforce Management, Product Engineering and others to enable a best in class Customer Success experience.

What you get to do every day

• Function as the Subject Matter Expert (SME) for the Customer Success Technology Stack
• Inform and influence our Customer Success Technology roadmap, collaborating closely with our internal customers, enablement, product design and engineering
• Enable improved employee experience and increase gross margin through implementation of automation solutions, process re-engineering and migration of work into appropriate software solutions
• Identify and recommend areas of improvement via process improvements,  systems enhancements and/or automation
• Own the business requirements, prioritization, documentation, testing and project management of medium to large scale projects

What you bring to the role

• 5+ years experience as the primary owner of technology for Customer Success, Customer Support or Customer Service, functioning as a Business Analyst, Program Manager, Product Manager or similar
• 2+ years of Salesforce Service Cloud, Service Cloud Voice, Amazon Connect or similar
• Experience with Customer Success technology like Gainsight, Workforce Management Software, Omni-Channel or similar
• Ability to influence teams and levels across the company
• Salesforce Administration experience a plus

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

Why you will love working at Human Interest

Mission - Highly collaborative startup dedicated to supporting employee engagement and growth. It’s an opportunity to help solve one of the biggest unsolved problems in America: saving for retirement.

Compensation

The salary range for this role is between $150,000 - $165,000. This information reflects a base salary range for this position based on current market data, and may vary by location. Exact compensation will be determined by the candidates' skills, experience, and other relevant factors. This position may also be eligible for additional incentives such as equity awards, short-term incentives, or sales compensation.

Benefits - 

• A great 401(k) plan: our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation. 
• Employees also receive 100% paid employee health, vision, and dental premiums; dependent premiums are covered at 50%. 
• Generous PTO and parental leave policies.
• Monthly work from home stipend; annual wellness stipend.
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech.
• Fun online and regional events and celebrations and department and company-wide offsites.
• The vast majority of our positions can be 100% remote.

About Human Interest: 

We’re a high-growth, Series D-funded company that’s changing the retirement industry. Named one of America’s Best Startup Employers by Forbes, one of the Best Places to Work by the San Francisco Business Times, and a Top Company by Y Combinator, we’ve raised $337M and are backed by leading investors, including TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and others.

Inclusive collaboration makes us a better business

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 employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines. See more: https://humaninterest.com/disclosures