Human Interest

• Serve as the Front-Line Legal Advisor to Customer-Facing Teams: Be the go-to ERISA resource for the internal teams that work directly with plan sponsors and participants — providing real-time, practical legal guidance on the ERISA, IRC, and fiduciary questions that surface as customers interact with the platform. • Serve as the ERISA SME for Product: Be the go-to ERISA resource for the product team as they design and build new features.

Title: Customer Success Support Associate I Location: Lindon, Utah Job Description: Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. More than half of all working Americans are not saving enough for their future. Too often, it’s 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. We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more. About the role As a Customer Success Support Associate at Human Interest, you are the frontline face of the company. On a daily basis, you demonstrate your passion for helping customers maximize our retirement savings platform. You love to solve problems and are energized by challenges and the reward that comes with solving them. Customer Support Associates benefit from a developed and defined Customer Success career ladder which includes opportunities to grow into other roles within the organization. What you get to do every day - Manage a steady volume of inbound customer inquiries, primarily through phone, live chat, and email conversations - Identify the root of customer needs in order to resolve inquiries completely in just one touchpoint - Document thorough notes on every case to ensure important context, actions taken and next steps are properly captured - Work cross-functionally with internal and external partners to solve customer issues - Provide best in class customer service - Work in a fast-paced environment - Manage follow-ups with customers as required - Support other areas of the organization when needed - Manage performance to company set standards and adhere to a workforce management schedule What you bring to the role - 1+ years of experience in a customer facing role - i.e. customer support or account management/call center experience, preferred but not required, or commensurate college experience - Passion for serving customers - Strong organizational skills; you are able to juggle multiple tasks with varying deadlines and stakeholders - Ability to communicate with confidence, professionalism and empathy over the phone, live chat, and through email - You remain composed in high-stress situations and convey empathy for our customers - Meticulous attention to detail - rarely making typos and noticing discrepancies - Demonstrated ability to remain highly productive and organized in an elevated-noise, open-office environment Where you will work - Located in our Lindon, Utah office (Monday-Thursday) with the flexibility to work remotely on Fridays - Standard Monday-Friday work schedule with no weekends or evenings - This is a full time position 40 hours a week Why you will love working at Human Interest Human 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 $18 - $20.50 per hour 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 fees - Top-of-the-line health plans, as well as dental and vision insurance - Competitive time off and parental leave - Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness - Lyra: Enhanced Mental Health Support for Employees and dependents - Carrot: Fertility healthcare and family forming benefits - Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt - Monthly work-from-home stipend; quarterly lifestyle stipend - Engaging 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) 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. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

• Own the accuracy and integrity of monthly/quarterly/annual financial accounting close • Manage all key accounting functions including accrued expenses, internally-used software (ASC 350), sales commissions (ASC 340), etc.along with the periodic close process • Develop new and enhance existing accounting policies & procedures, and internal controls over financial reporting (ICFR) including drafting of desktop procedures for key areas • Prepare, review and provide flux analysis and key metrics to the broader Finance team in a timely manner • Work cross-functionally with FP&A, Technical Accounting, Procurement, and other cross-functional teams to successfully align on effective accounting operating standards and practices • Work with the Technical Accounting team to develop and document process flows and procedures to implement new and/or relevant accounting standards • Assist with interim and year-end audits, as well as tax requests; • Supervise staff and provide development and coaching where appropriate. Communicate clearly and follow-up timely to ensure consistent execution of key processes by all team members. • Participate in other assignments and ad hoc projects as required • Lead AI automation projects to reduce manual efforts and accelerate the month-end close process.

• Develop, build, and amplify referral relationships with tech partners, human capital management partners, benefit brokers, CPA's and financial advisors in the SMB space • Create and build strategic referral networks and partnerships focused on lead generation and new partnership opportunities • Proactively identify and resolve emerging issues and offer solutions by working cross-functionally with Sales, Product, Marketing, Legal and Finance • Collaborate with Partner Marketing to innovate and execute unique initiatives to promote partner sales (e.g, educational events, email, webinars, etc.) • Work with partners to establish business goals and performance metrics (e.g, depth of sales pipeline and revenue generation) to develop and execute effective go-to-market strategies and demand-generation activities

• Coach, develop, and performance-manage a team of Associates and, where applicable, Team Leads—fostering a culture of precision, accountability, growth, and customer empathy. • Own and enforce quality control processes and SLA management specifically for the termination and deconversion lifecycle, ensuring business tasks are processed with the highest accuracy. • Establish and monitor KPIs—including accuracy rates, processing cycle times for deconversions, error trends, and customer-impacting metrics—using data to inform decisions and drive continuous improvement. • Manage escalations involving complex termination issues, system defects, compliance concerns (e.g., final 5500 filings, testing), and delays in transactions/reports. • Serve as an operational bridge between Customer Success, Product/Engineering, and Compliance: synthesize customer experience insights and process patterns into clear, actionable feedback that shapes product priorities and process design. • Identify, prioritize, and lead projects that develop, improve, and scale team processes for terminations and deconversions, leveraging systems (SalesForce, Jira, Snowflake, HEX) and automation. • Develop and meticulously maintain SOPs and supporting materials that are thorough enough to ensure the team can operate consistently and resiliently through volume spikes and regulatory shifts. • Oversee the team’s core work, including the creation and monitoring of ticketing activity between multiple operational teams to meet SLAs. • Oversee key financial activities related to terminations, including reconciliation to capture cash/fund imbalances, plan liquidation, cash movements, processing dividends, and plan audit activities. • Understand and engage fully on capacity planning driven by client attrition volume, seasonal peaks, and product changes; partner with senior leadership on workforce planning to ensure staffing and training readiness. • Deliver best-in-class client experience through guidance on the team’s regular interactions with plan sponsors and recordkeepers regarding transition status, required documentation, and follow-up questions. • Other duties as assigned.

• Develop, build, and amplify referral relationships with tech partners, human capital management partners, benefit brokers, CPA's and financial advisors in the SMB space • Create and build strategic referral networks and partnerships focused on lead generation and new partnership opportunities • Proactively identify and resolve emerging issues and offer solutions by working cross-functionally with Sales, Product, Marketing, Legal and Finance • Collaborate with Partner Marketing to innovate and execute unique initiatives to promote partner sales (e.g, educational events, email, webinars, etc.) • Work with partners to establish business goals and performance metrics (e.g, depth of sales pipeline and revenue generation) to develop and execute effective go-to-market strategies and demand-generation activities

Guide and develop a team of Customer Success Support Associates, drive initiatives to enhance customer experience, manage escalations, and collaborate cross-functionally to resolve customer issues effectively.

• Develop, build, and amplify referral relationships with tech partners, human capital management partners, benefit brokers, CPA's and financial advisors in the SMB space • Create and build strategic referral networks and partnerships focused on lead generation and new partnership opportunities • Proactively identify and resolve emerging issues and offer solutions by working cross-functionally with Sales, Product, Marketing, Legal and Finance • Collaborate with Partner Marketing to innovate and execute unique initiatives to promote partner sales (e.g, educational events, email, webinars, etc.) • Work with partners to establish business goals and performance metrics (e.g, depth of sales pipeline and revenue generation) to develop and execute effective go-to-market strategies and demand-generation activities

• Drive advisor success by providing expert guidance on plan design, compensation structures, and regulatory documentation requirements through responsive, solutions-oriented support • Manage and resolve a high volume of advisor inquiries via email and phone, delivering clear, actionable solutions that strengthen advisor confidence and capabilities • Orchestrate complex problem resolution by coordinating with cross-functional teams including Account Management, Client Services, and Partnerships to ensure comprehensive solution delivery • Identify patterns in advisor challenges and collaborate with internal teams to develop and implement scalable process improvements that enhance the advisor experience • Maintain meticulous case management practices, ensuring timely follow-up and resolution tracking while meeting or exceeding service level agreements • Provide 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 services

• Review and reconcile 401(k) related customer and account data. • Process customer transactions including but not limited to contributions and distributions. • Become an expert at operational processes and a source of knowledge for internal stakeholders. • Build process and policy documentation. • Provide transactional assistance to Ops teams across the organization when necessary to support scenarios of high volume, interim product development, or prioritized business needs. • Complete assignments within SLA and adhere to high-quality standards. • Trace transaction information through the recordkeeping lifecycle to identify root cause. • Problem-solve and propose solutions.