Participant Support Specialist

Guideline is looking for a Participant Support Specialist to join the Customer Success team to support our customers. 

This role is open to candidates in FL, MA, ME, and NC; you will work 8:30am-5:30pm Eastern Standard Time Monday-Friday.

The Team

Customer Support makes sure that our customers have a great user experience.  We are a high-energy group and work closely with the departments in Customer Operations.  The company relies on us to maintain customer satisfaction and have a deep domain knowledge of the Participant 401(k) experience at Guideline. 

This is the perfect opportunity for someone who loves to troubleshoot and assist others with finding the best solution. You may not know what the answer is, but you will put in the effort and will stop at nothing to get to the bottom of things! You prioritize your workload and know nothing but Inbox Zero. Most of all, you enjoy working with others, you are confident, professional and excel in building relationships!

What You Will Work On 

This individual will be responsible for serving as the go-to person for in-depth Tier 2 educational and technical participant inquiries, for the employees of the company that are enrolled in the 401(k) benefit. We are seeking a natural client advocate with technical affinity who will go to great lengths to provide clients with nothing short of a positive experience. This is a perfect opportunity for someone who is naturally empathetic, genuinely loves helping people, exemplary phone communication skills and enjoys diving deep into our product for customer solutions. 

• 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

What We’re Looking For 

• 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)

More About Guideline 

Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.

Compensation

At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. These pay zones may be modified in the future.

Please speak with a recruiter for additional information regarding our tier locations.

• Metro+:
  The base salary for this position is $70,000 annually.
• Metro:
  The base salary for this position is $70,000 annually.
• National:  
  The base salary for this position is $70,000 annually.

In addition to base salary, this position is eligible to receive 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
• Parental Leave
  • Paid parental leave for birthing and non-birthing parents
• Generous Time Off
  • Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) Plan
  • We use our own platform and contribute 100% of employee contributions up to 5%
• Other Benefits
  • 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 [email protected].

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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