Manager, Customer Support at Guideline

United States

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, SaaSIndustries

Requirements

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

Responsibilities

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

Skills

Team Management

Coaching

Performance KPIs

CSAT

Customer Escalations

Cross-functional Collaboration

Process Optimization

Client Metrics

SaaS

Fintech

Guideline

Affordable 401(k) and IRA retirement plans

About Guideline

Guideline provides affordable and customizable 401(k) retirement plans and Individual Retirement Accounts (IRAs) for businesses of all sizes, particularly targeting small to medium-sized enterprises and specific sectors like dental practices. Their service includes end-to-end management of retirement plans, which features automatic enrollment, low monthly fees, and compliance testing. Guideline acts as a 3(38) fiduciary, taking responsibility for managing investment options to ensure they benefit employees. The company operates on a subscription-based model, charging a low monthly fee that covers essential services, with options for additional features like profit sharing and matching. They also offer Guideline Pro, a platform that equips financial professionals with tools to assist clients in retirement planning. Guideline's goal is to make retirement plans more accessible and affordable, helping more individuals save for their future.

San Mateo, CaliforniaHeadquarters

2015Year Founded

$329.8MTotal Funding

SERIES_ECompany Stage

Fintech, Financial ServicesIndustries

201-500Employees