Customer Support • Entry-Level

Who you are

You are a natural client advocate with a strong technical affinity, eager to support customers with their 401(k) inquiries. You possess exemplary phone communication skills and genuinely enjoy helping people find solutions to their problems. Your empathetic nature allows you to build strong relationships with clients, ensuring they have a positive experience with our services. You thrive in a high-energy environment and are committed to maintaining customer satisfaction through your deep domain knowledge of the Participant 401(k) experience at Guideline.

You prioritize your workload effectively and are dedicated to achieving Inbox Zero. You are confident and professional, excelling in collaborative settings where teamwork is essential. Your troubleshooting skills are top-notch, and you are willing to go the extra mile to find the best solutions for our customers. You understand the importance of a great user experience and are motivated to contribute to the success of the Customer Success team.

What you'll do

As a Participant Support Specialist, you will serve as the go-to person for in-depth Tier 2 educational and technical inquiries from employees enrolled in the 401(k) benefit. You will assist customers through multiple channels, ensuring they receive timely and accurate information. Your role will involve troubleshooting issues, providing guidance, and advocating for clients to ensure their needs are met. You will collaborate closely with the Customer Operations department to enhance the overall customer experience.

You will be responsible for maintaining a high level of customer satisfaction by addressing inquiries and resolving issues efficiently. Your ability to communicate effectively will be crucial in building trust with clients and ensuring they feel supported throughout their journey with Guideline. You will also engage in continuous learning about our products to provide the most accurate and helpful information to customers.

What we offer

Guideline offers a supportive work environment where you can grow your skills and contribute to a team dedicated to customer success. We value our employees and provide opportunities for professional development. You will be part of a high-energy team that collaborates closely to ensure our customers have a great user experience. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering a diverse and inclusive workplace.