Manager, Customer Support

Guideline is seeking a Manager, Customer Support to join our growing Participant Support team. In this role, you will be responsible for managing a team of Participant Support Specialists. You will have an opportunity to hire, coach and lead this growing team. This is the perfect opportunity for someone who loves scaling and leading high performing teams, reporting key client metrics, handling client escalations, and continuously identifying opportunities to improve the client experience. This role will report to the Director of Participant Success. This role is open to candidates in CA, OR, and WA and will work 9am-5pm Pacific Standard Time Hours.

The Team

Customer Success makes sure that our participants & customers have a great user experience.  We are a high-energy group and work closely with the departments. The company relies on us to maintain customer satisfaction and high retention rate.

Guideline’s Participant Support Specialists are responsible for supporting all Guideline participants & savers across our 401(k), IRA, & SEP IRA products, and oftentimes can be the first interaction a participant has with Guideline.  

What You Will Work On 

• Lead a team of Participant Support Specialists with a focus on coaching and professional development, while setting performance expectations 
• Identify, report, and continuously improve on team KPIs, such as CSAT, Time to resolution, Time to first response, etc.
• Collaborate with cross-functional stakeholders to optimize processes and create product enhancement aimed at improving the overall customer experience
• Manage customer escalations through phone and email
• Advocate for our clients with internal stakeholders

What We're Looking For 

• 5+ years experience in a client facing role, SaaS or Fintech industry experience is preferred
• 2+ years experience managing a team of high performing individual contributors
• Experience with reporting and analyzing data, as well as delivering action plans against these results
• Proficient in Salesforce, Zendesk, or other CRM tool
• Passionate about technology, as well as experience in using technology to deliver customer solutions
• Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
• Bachelor’s degree

More about Guideline 

Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Compensation

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. These pay zones may be modified in the future.

Please speak with a recruiter for additional information regarding our tier locations.

• Metro+:
  The base salary range for this position is $87,500 - $100,000 annually.
• Metro:
  The base salary range for this position is $75,500 - $88,000 annually.
• National:
  The base salary range for this position is $75,500 - $88,000 annually.

In addition to base salary, this position is eligible to receive equity in the form of Incentive Stock Options (ISOs). 

At Guideline, base salary is just one component of the overall Total Rewards package offered to employees.  All employees are offered comprehensive benefits and perks to help support you and your family.

• Health
• Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
• Opt-out credit for waiving coverage
• Health Savings Account and Flexible Spending Account
• Company paid disability and life insurance
• Optional Voluntary life insurance
• Mental health benefit navigation with Rula for employees and dependents
• Parental Leave
• Paid parental leave for birthing and non-birthing parents
• Generous Time Off
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) Plan
• We use our own platform and contribute 100% of employee contributions up to 5%
• Other Benefits
• 1-month paid Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Additionally, Guideline participates in the E-Verify program in certain locations, as required by law. 

If you have a disability or special need that requires accommodation, please don’t be shy and contact us at [email protected].

Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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