Participant Support Specialist at Guideline

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

2+ years experience in customer care or success, relationship management, or FinTech
Benefits and/or 401(k) experience a plus
Results-driven with exemplary phone, listening, and writing skills
Experience working with customers in a phone heavy capacity
Experience with high volume work, including seasonality
Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
Creative and analytical problem-solving skills
Strong prioritization and organization are innate skills
Experience with customer support platforms and CRMs (JIRA, Salesforce)
Located in TX; able to work 8:30am-5:30pm Central Standard Time Monday-Friday

Responsibilities

Support customers with multiple channels, including email and phone
First line of defense for customer technical issues and troubleshooting within our Product
Daily management and organization of product tools such as Confluence, Jira, and Salesforce
Go-to person for the entire participant lifecycle at Guideline with an emphasis on Tier 2 support
Part of the participant escalation path, handling sensitive issues or complaints and ensuring that our customers are supported and satisfied
Act as the voice of our customers - identify trends and gaps based on communication and feedback from customers
Collaborate interdepartmentally with sales, engineering, operations, and our in-house legal team in order to troubleshoot and help customers
Report to Customer Support Manager

Skills

Key technologies and capabilities for this role

SalesforceJiraConfluenceTroubleshootingCustomer SupportPhone SupportEmail SupportTechnical SupportEscalation Handling

Questions & Answers

Common questions about this position

What is the work schedule and location for this role?

This role is open to candidates in TX and requires working 8:30am-5:30pm Central Standard Time Monday-Friday.

What experience is required for the Participant Support Specialist position?

Candidates need 2+ years in customer care or success, relationship management, or FinTech, with benefits or 401(k) experience a plus. Required skills include exemplary phone, listening, and writing skills, experience with high volume work, strong prioritization, organization, and creative analytical problem-solving.

What is the team culture like at Guideline's Customer Success team?

The Customer Support team is a high-energy group that works closely with Customer Operations, focuses on great user experiences, customer satisfaction, and deep knowledge of the Participant 401(k) experience.

What salary or compensation does this position offer?

This information is not specified in the job description.

What makes a strong candidate for this Participant Support Specialist role?

Ideal candidates love troubleshooting, assisting others, prioritize workloads to achieve Inbox Zero, enjoy working with people, are confident, professional, empathetic, have exemplary phone skills, and excel at building relationships while diving deep into products for solutions.

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

Benefits

Flexible vacation policy

Company equity

401(k) with matching contributions

100% paid employee insurance coverage

Annual learning & development stipend

Parental leave

Sabbatical after 5 years of employment

Risks

Increased competition from QuickBooks Payroll could shift market share.

Reliance on Vanguard poses a risk if fee structures change.

New Starter plan and Enterprise tier may increase operational complexity.

Differentiation

Guideline offers a flat fee per participant, unlike asset-based fee models.

Guideline acts as a 3(38) fiduciary, managing investment options for clients.

Guideline provides end-to-end retirement plan management, including compliance and reporting.

Upsides

Increased demand for digital financial services boosts Guideline's digital-first approach.

Partnership with QuickBooks Payroll enhances retirement benefits for small businesses.

Guideline's new mobile app increases accessibility and user engagement.

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