Account Coordinator, Guideline
Customer Success
$65k
+ Equity in the form of Incentive Stock Options (ISOs)
Retirement plans for small business
Open for applications
Retirement plans for small business
201-500 employees
Open for applications
$65k
+ Equity in the form of Incentive Stock Options (ISOs)
201-500 employees
Company mission
To help everyone arrive at a secure retirement.
Role
Who you are
- 2+ years of experience in Customer Success/Customer Service in a SaaS or startup space, including direct experience with email and phone communication channels
- A passion for delivering exceptional customer service through active listening, rapport building, and timely communication
- Ability to think critically and problem-solve quickly, as well as be comfortable adapting to new experiences and change
- Proficiency in computer-based Customer Service support platforms such as Intercom, ZenDesk, FreshDesk, Salesforce Service Cloud or LiveChat
- Strong phone and written communication skills, with excellent problem-solving abilities and a proactive approach to handling escalations and technical issues
- Familiarity with customer support platforms and tools (e.g., SalesForce, Intercom/Zendesk, JIRA, G Suite)
- Responsible for communicating customer feedback (VOC) and proactively identifying patterns to improve internal processes, systems, and customer-facing platforms
What the job involves
- Guideline is seeking an Account Coordinator to join our growing Customer Support team
- This role is focused on front-line support, where you will be directly interacting with our employers, primarily handling phone and email inquiries
- Our Customer Support team is looking for a great communicator, who has professional experience with simplifying complex concepts into clear, easy-to-understand terms for our customers
- This team member will partner with internal teams to provide detailed and timely information about customer requests and issues, ensuring a seamless and exceptional support experience
- As part of our high-energy, proactive Customer Support team, you’ll work closely with several departments in Customer Operations
- Our mission is to provide a world class customer experience, playing a pivotal role in the company’s success
- Act as the primary point of contact for 401(k) Plan Sponsors (employers) inquiries; manage inbound calls and emails with professionalism, empathy, and a focus on building strong, trusting relationships
- Use a consultative approach to tackle escalations and complex technical issues, by crafting customer-focused solutions, including asking open-ended questions and active listening
- Collaborate with internal teams like Payroll Operations, Finance Operations, and Client Relationship Management to troubleshoot and resolve issues to maintain smooth operations and provide effective support
- 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
- Learn new products and have a desire to become a subject matter expert by creating and updating team resources, with an emphasis to improve the customer experience and process optimization
Our take
When businesses offer a 401(K) plan, a message is sent to employees and potential employees that their future is valued by their employer. However, small businesses are often left behind, being charged extortionate fees or ignored by 401(K) providers altogether, leaving many American families with no retirement savings and the potential of retiring into poverty.
Guideline spotted this oversight as an opportunity to jump in and offer small businesses an affordable 401(K). It generates income by charging each business a flat monthly fee per participant.
The company now manages retirement plans for hundreds of thousands of people in over 40,000 companies and has accumulated over $8 billion in assets under management. Benefits providers Intuit, Gusto, and Square all use Guideline as their 401(K) partners.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Employee endorsements
Nice people
"The people at Guideline are really nice, friendly, and helpful. We get to know other members a little better outside of work, and there is an effort..."
Funding (last 2 of 6 rounds)
Jun 2021
$200m
SERIES E
Jul 2020
$80m
SERIES D
Total funding: $339m
Company benefits
- Comprehensive medical, dental and vision plans—100% for employees, 70% for dependents
- Generous 401(k) match
- Paid time off + unlimited vacation days
- Paid parental leave
- Mental health coaching and therapy
- Learning and development stipend
- Cash referral bonus
- Commuter benefits
Company HQ
Downtown, Burlingame, CA
Articles
Leadership
Kevin Busque
(CEO)Majored in Computer Information Science at Fitchburg State University. Started out as an Advisory Unix Systems Administrator at IBM and then founded LinkedUp.net, an Open Source consulting company, in 1996. Acted as Chief Information Security Officer at the Institute for Health Metrics and was Director of IT at Humedica. Co-founded TaskRabbit in 2008, acting as its VP of Technology until 2015.
Mike Nelson
(CTO)Majored in Mechanical Engineering at the University of Southern Maine. Was Mobile Developer and CTO at TechStars-backed Accelgolf from 2007 to 2010. Joined SkillSlate as Rails Engineer and CTO, before being hired by TaskRabbit as Staff Engineer in 2012.
Jeremy Caballero
(Co-Founder & CPO)Started out as a Junior Programmer at Mail Boxes Etc. Worked as a Photographer and Videographer from 2007 to 2011, and then as a Freelance Digital Designer. Was Lead Designer at lifestyle adventure brand Targa Trophy before joining TargetSafety's UX team. Was made Lead Product Designer at TaskRabbit in 2012.
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