About Guideline
Affordable retirement plans for small businesses
Key Highlights
- Over $8 billion in assets under management
- Serves 40,000+ companies and hundreds of thousands of individuals
- $339 million raised in Series D funding
- Flat monthly fee per participant model
Guideline is a fintech company based in Burlingame, CA, that specializes in affordable retirement plans for small businesses. With over 40,000 companies and hundreds of thousands of individuals relying on its services, Guideline manages more than $8 billion in assets under management. The company ha...
🎁 Benefits
Guideline offers comprehensive benefits including 100% coverage for employee medical, dental, and vision plans, a generous 401(k) match, unlimited vac...
🌟 Culture
Guideline's culture is centered around empowering small businesses by providing accessible retirement solutions. The company values financial security...
Customer Support • Lead
Overview
Guideline is seeking a Manager, Customer Support to lead their Participant Support team. You'll manage a team of specialists, focusing on improving client experience and reporting key metrics. This role requires strong leadership skills and a passion for customer satisfaction.
Job Description
Who you are
You have a proven track record in customer support management, with experience in leading high-performing teams. Your passion for coaching and professional development drives you to set clear performance expectations and continuously improve team KPIs. You thrive in a collaborative environment, working closely with cross-functional stakeholders to enhance processes and optimize the customer experience.
You understand the importance of customer satisfaction and retention, and you are skilled at handling client escalations with empathy and professionalism. Your analytical mindset allows you to identify opportunities for improvement, ensuring that your team consistently meets and exceeds client expectations. You are adaptable and can manage the challenges that come with scaling a growing team.
What you'll do
In this role, you will lead a team of Participant Support Specialists, focusing on their coaching and professional development. You will set performance expectations and identify key performance indicators (KPIs) such as customer satisfaction (CSAT), time to resolution, and time to first response. You will collaborate with cross-functional stakeholders to optimize processes and create product enhancements aimed at improving the overall customer experience. Your responsibilities will also include reporting on team performance metrics and continuously identifying opportunities for improvement.
You will be the point of contact for client escalations, ensuring that issues are resolved promptly and effectively. Your leadership will foster a high-energy team environment where collaboration and communication are key. You will work closely with the Director of Participant Success to align team goals with the company's objectives, ensuring that the Participant Support team contributes positively to the overall success of Guideline.
What we offer
Guideline offers a competitive salary range of $77,500—$122,500 USD, along with a supportive work environment that values employee growth and development. You will have the opportunity to make a significant impact on the customer experience while working with a dedicated team. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.
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