Manager, Customer Support at Guideline

United States

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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

Key technologies and capabilities for this role

Team ManagementCoachingPerformance KPIsCSATCustomer EscalationsCross-functional CollaborationProcess OptimizationClient MetricsSaaSFintech

Questions & Answers

Common questions about this position

What is the salary for the Manager, Customer Support role?

Salary details are not provided; compensation is determined based on skills, experience, and location.

Is this a remote position, and what are the location and hours requirements?

This is a remote role open to candidates in TX, with required work hours of 9am-5pm Central Standard Time.

What skills and experience are required for this position?

Candidates need 5+ years in a client-facing role (SaaS or Fintech preferred), 2+ years managing high-performing teams, experience with data reporting and analysis, proficiency in Salesforce, Zendesk, or similar CRM, and a Bachelor’s degree.

What is the team and company culture like at Guideline?

The Customer Success team is high-energy, focused on great user experiences, customer satisfaction, and high retention, working closely with other departments; Participant Support Specialists handle support for 401(k), IRA, and SEP IRA products.

What makes a strong candidate for the Manager, Customer Support role?

Strong candidates have 5+ years client-facing experience preferably in SaaS/Fintech, 2+ years managing teams, data analysis skills, CRM proficiency, passion for technology, flexibility, and a Bachelor’s degree.

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