Talent Network | Customer Experience (Support, Onboarding)

Don't See the Perfect Fit for You?  We encourage you to apply anyway!

Becoming a part of Guideline’s Talent Pool will enable you to:

• Stand out from the crowd: Help us match your profile by telling us a bit more about yourself. 
• Job subscriptions: Be the first to know about our job openings. 

We are actively building a pool of skilled professionals for future Customer-related opportunities. If you are detail-oriented, process-driven, and enjoy supporting business functions to enhance efficiency and effectiveness, we encourage you to apply and be considered for upcoming roles.

Be a Part of our Team!

Guideline was founded in 2015 with the mission to help everyone arrive at a secure retirement.  We are transforming the retirement industry with more transparency, seamless technology integrations, accessibility and affordability.  

We are a fast-growing technology company looking for exceptionally motivated people who love to see their work’s impact daily, are driven to ensure the company’s success, and want to be a part of the next generation of retirement planning.

Key Customer Roles and Areas of Expertise

• Participant Support Specialist: Handle inbound (phone/email) plan participant (B2B2C) inquiries; collaborate with our product team and engineers to understand, prioritize and implement user feedback
• Account Coordinator: Ensure our B2B clients receive exceptional support; provide follow-up support to ensure complete resolution and satisfaction; identify trends in customer feedback and propose improvements to product or process.
• Client Relationship Manager: Resolve escalated support issues through email and phone with empathy and precision; engage with customers considering cancellation and offer solutions that support retention
• Onboarding Specialist: Lead onboarding for new clients, with an emphasis on maximizing retention and satisfaction; balance multiple incoming tickets while maintaining quality, tone, and timeliness in every interaction

Must haves

• Ability to multitask and manage multiple customer inquiries simultaneously
• Experience in Customer Support, Customer Success, or Customer Experience roles
• Previous experience supporting B2B or B2B2C clients, preferably in a Fintech or fast-paced startup
• Proficiency with tools like Google Workspace, Zendesk, and Salesforce (or similar CRM)

• Experience in the fintech industry
• Experience suggesting operational or product improvements based on customer feedback

This is an evergreen job posting; by applying, you are joining our talent pool for current and upcoming opportunities with Guideline. 

While we review applications on an ongoing basis, please note that you may not hear from us immediately. We will reach out to candidates whose qualifications align with specific opportunities needs as they arise. We appreciate your interest and patience in being considered for exciting opportunities with Guideline in the future.

All Guideline job opportunities are managed solely by our Talent Acquisition team. Check for current job listings here. 

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 People Operations.

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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