Account Coordinator - Customer Success

• Provide best in class service to our Plan Sponsors through multiple channels; your day will involve switching between channels and prioritizing the busiest queue or the one requiring the most attention, which is typically live calls (phones)
• Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence,  including asking open-ended questions and active listening
• Identify trends and potential issues early, sharing valuable insights with Product and Engineering teams to enhance our product suite
• Achieve and maintain benchmarks for call volume, total solved cases, and department-wide metrics such as customer satisfaction score (CSAT), average response time (ART), time to first response (TFIR), and time to first resolution (TFRES)
• Navigate and manage multiple product tools (Talkdesk, Salesforce, Slack, Google Suite, Confluence, and Jira) effectively during calls and emails, ensuring organized and accurate handling of sensitive information

• 2+ years of delivering outstanding customer experiences over the phone and email in the SaaS industry
  • Priority given to candidates with customer-facing experience from the Payroll, Employee Benefits, or HR Tech space
• Demonstrated flexibility and ability to pivot quickly in response to changing priorities and company needs, ensuring seamless adaptation in a dynamic work environment
• Interest in financial services and the ability to stay up-to-date with industry and company trends and changes
• Skilled and effective communication; this role serves as a trusted advisor for customers, delivering clear and confident support across multiple channels, including email and phone
• Ability to work independently and remotely while maintaining high performance and work ethic, without a compromise in quality
• Strong understanding of technology and experience with relevant tools and customer support platforms such as Intercom, ZenDesk, FreshDesk, Salesforce Service Cloud, LiveChat)
• Experience with and knowledge of communicating customer feedback (VOC), including proactively identifying patterns to improve internal processes, systems, and customer-facing platforms

Why Guideline
Our values serve as a compass that guides our decisions and are considered non-negotiable, especially when it comes to hiring. Together with our employees, partners, and customers, we live these values every day.  Everyone has hopes and dreams for the future, but it seems like only some of us are able to financially invest in them. That’s something we’ve made it our mission to solve - to help everyone arrive at a safe, secure retirement.

Whatever type of work you choose, whatever the size of your business.  We’ve done this by building the easiest, most affordable, most comprehensive platform for investing in your financial future.  It replaces doubt and fear with transparency, knowledge and understanding. It makes it possible, even enjoyable, to participate in a retirement plan as an employer, employee or partner.  Because when you know how to safely, smartly invest today, you’ll be able to do more of what you love when the future arrives. And that is something everyone should be able to look forward to.

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation; we are always evaluating our pay to be as competitive as possible.  The base salary for this position is $65,000 annually.  In addition to base salary, this position is eligible for equity in the form of Incentive Stock Options (ISOs).