Account Coordinator - Customer Success

Our mission at Guideline is to help everyone arrive at a secure retirement. We’re fortunate to have an incredibly experienced leadership team and a very healthy core business. We are a rapidly growing startup, and we work with care and intention and are excited to continue bringing world-class talent onboard to help shape the next chapter of our journey.

About the role
As a fintech company where customer care is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience. Our Account Coordinator team goes beyond traditional support, advocating for our customers to deliver an exceptional experience. The ideal candidate is empathetic, thrives in a fast-paced tech environment, and enjoys cross-team collaboration and knowledge sharing. This role will work closely with cross-functional teams, including Product, Engineering, and Sales, and report to our Manager, Customer Support.

This role is open to candidates in CO, UT, and El Paso/Hudspeth Counties (TX); our new hire will work 9am-5:30pm Mountain Standard Time Monday-Friday.

What you’ll do:

• Provide best in class service to our Plan Sponsors through multiple channels; your day will involve switching between channels and prioritizing the busiest queue or the one requiring the most attention, which is typically live calls (phones)
• Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence, including asking open-ended questions and active listening
• Identify trends and potential issues early, sharing valuable insights with Product and Engineering teams to enhance our product suite
• Achieve and maintain benchmarks for call volume, total solved cases, and department-wide metrics such as customer satisfaction score (CSAT), average response time (ART), time to first response (TFIR), and time to first resolution (TFRES)
• Navigate and manage multiple product tools (Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira) effectively during calls and emails, ensuring organized and accurate handling of sensitive information

What you’ll bring:

• 2+ years of delivering outstanding customer experiences over the phone and email in the SaaS industry
  • Priority given to candidates with customer-facing experience from the Payroll, Employee Benefits, or HR Tech space
• Demonstrated flexibility and ability to pivot quickly in response to changing priorities and company needs, ensuring seamless adaptation in a dynamic work environment
• Interest in financial services and the ability to stay up-to-date with industry and company trends and changes
• Skilled and effective communication; this role serves as a trusted advisor for customers, delivering clear and confident support across multiple channels, including email and phone
• Ability to work independently and remotely while maintaining high performance and work ethic, without a compromise in quality
• Strong understanding of technology and experience with relevant tools and customer support platforms such as Intercom, ZenDesk, FreshDesk, Salesforce Service Cloud, LiveChat)
• Experience with and knowledge of communicating customer feedback (VOC), including proactively identifying patterns to improve internal processes, systems, and customer-facing platforms

Why Guideline
Our values serve as a compass that guides our decisions and are considered non-negotiable, especially when it comes to hiring. Together with our employees, partners, and customers, we live these values every day. Everyone has hopes and dreams for the future, but it seems like only some of us are able to financially invest in them. That’s something we’ve made it our mission to solve - to help everyone arrive at a safe, secure retirement.

Whatever type of work you choose, whatever the size of your business. We’ve done this by building the easiest, most affordable, most comprehensive platform for investing in your financial future. It replaces doubt and fear with transparency, knowledge and understanding. It makes it possible, even enjoyable, to participate in a retirement plan as an employer, employee or partner. Because when you know how to safely, smartly invest today, you’ll be able to do more of what you love when the future arrives. And that is something everyone should be able to look forward to.

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation; we are always evaluating our pay to be as competitive as possible. The base salary for this position is $65,000 annually. In addition to base salary, this position is eligible for 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

• Paid parental leave for birthing and non-birthing parents

• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar

• We use our own platform and contribute 100% of employee contributions up to 5%

• 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.

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to peopleops@guideline.com.

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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Expected Salary Range: $65,000 - $65,000 USD

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